Daniel_Grosso | 2018-11-12 12:24:38 UTC | #1
Hello everyone.
We are building a wallboard application for our client that gets data from analytics api. Some metrics that we've been asked include multiple queues. We use PureCloud dashboards to validate the values but there's one metric we are not being able to calculate. In the screenshot below u can see individual queue Service Level (%), namely 50% and 0%. On the top of that we can see 33% as the Service Level% for both queues. How is this last value calculated?
Thanks in advance.
Regards, Daniel
Becky_Powell | 2018-11-13 01:19:33 UTC | #2
Hi Daniel - thank you for your question. I'm sorry, I don't have an immediate answer for you, but I will work with our developer teams to get your answer ASAP.
Best, Becky
Daniel_Grosso | 2018-11-13 09:49:11 UTC | #3
Hello Becky.
Thank u.
Regards, Daniel
Maisey_Harris | 2018-11-13 14:22:26 UTC | #4
Hi Daniel,
The summary row calculates the aggregate service level as follows:
- Queue A has oServiceLevel with numerator=4 and denominator=22
- Queue B has oServiceLevel with numerator=20 and denominator=43
Service Level is numerator / denominator * 100%, so in this case we sum the numerators and divide by the sum of the denominators (numeratorA + numeratorB) / (denominatorA + denominatorB) * 100% or (4+20) / (22+43) * 100% = 37%.
I hope that helps.
Maisey
Daniel_Grosso | 2018-11-13 17:13:36 UTC | #5
Hello Maisey.
Thank u. It helped.
Regards, Daniel
system | 2018-12-13 17:13:39 UTC | #6
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