Hi Team,

For Data Analytics Activity, we need to calculate Service Level% and ASA from Interaction view. Could you please suggest me how to get this calculated from Interaction View.

Thanks,
Neha

Hi Team,

For Data Analytics Activity, we need to calculate Service Level% and ASA from Interaction view. Could you please suggest me how to get this calculated from Interaction View.

Thanks,
Neha

Hi Team,

Can anyone look into my query and help me out please.

Hi Team,

For Data Analytics Activity, we need to calculate Service Level% and ASA from Interaction view. Could you please suggest me how to get this calculated from Interaction View.

Thanks,
Neha

Hi Neha,

SLA % and ASA are calculated for a Queue only, not individual Interactions. Without having more information about what you're trying to accomplish, Iw ill provide some generic information. Please provide additional information if these tips do not provide you with what you are looking for.

If you select the Queue Performance view in Performance/Workspaces, you can drill in to a specific queue by clicking on the Queue Name, which takes you to the Queue Performance Detail view. Once there, you have a couple of options around the Interactions handled by the Queue. 

You can filter the interactions using the Filter Panel in this view, such as by Skills (see red rectangles in screenshot), Languages, Wrap-up Code, etc. You will then see SLA and ASA for the selected skill by time interval for the selected queue for your date range. 



You can also navigate to the list of Interactions associated with the SLA % and ASA for your selected Queue for your date range. To do that, select the Interactions sub-tab to the right of the Performance sub-tab (see top red rectangle in screenshot). You can apply the same filter(s) in this view, which was Skills in this example. 


Have a look at these options and let us know if you need additional assistance. 

Thanks!

Hi Team,

Can anyone look into my query and help me out please.

Hi Team,

For Data Analytics Activity, we need to calculate Service Level% and ASA from Interaction view. Could you please suggest me how to get this calculated from Interaction View.

Thanks,
Neha

Hi Team,

In our one of the Data Analytics projects, we need to analyze few of KPI's which we need to display on Tableau Dashboard, and we want to use the lowest Granularity data, which is the Interaction table e.g. Avg. Handle, Avg. Talk etc .We are just stuck with the ASA and the Service Level% . For ASA I was trying to pick Total Alerting Time and using the same formula you have on Resource Center which is :-Total Time to Answer / Number Answered But that doesn't match with the ASA in Queue performance.

I understand, we can't get the direct fields for ASA and Service Level% from Interaction View, but which fields we can use to derive the calculations and how to achieve that. Could you please response ASAP?

Thanks,
Neha

Hi Neha,

SLA % and ASA are calculated for a Queue only, not individual Interactions. Without having more information about what you're trying to accomplish, Iw ill provide some generic information. Please provide additional information if these tips do not provide you with what you are looking for.

If you select the Queue Performance view in Performance/Workspaces, you can drill in to a specific queue by clicking on the Queue Name, which takes you to the Queue Performance Detail view. Once there, you have a couple of options around the Interactions handled by the Queue. 

You can filter the interactions using the Filter Panel in this view, such as by Skills (see red rectangles in screenshot), Languages, Wrap-up Code, etc. You will then see SLA and ASA for the selected skill by time interval for the selected queue for your date range. 



You can also navigate to the list of Interactions associated with the SLA % and ASA for your selected Queue for your date range. To do that, select the Interactions sub-tab to the right of the Performance sub-tab (see top red rectangle in screenshot). You can apply the same filter(s) in this view, which was Skills in this example. 


Have a look at these options and let us know if you need additional assistance. 

Thanks!

Hi Team,

Can anyone look into my query and help me out please.

Hi Team,

For Data Analytics Activity, we need to calculate Service Level% and ASA from Interaction view. Could you please suggest me how to get this calculated from Interaction View.

Thanks,
Neha