- Contents
Interaction Reporter Help
Queue Service Level
The Queue Service Level report provides the ability to see the summary and details of the configured service levels, up to 14, in an absolute or cumulative view with a percentage option. The Crystal version of the Queue Service Level Report will show all the service levels data along with overflow data to match the Total column of the report. This issue is addressed while developing the crystal Queue Service Level report.
Parameters
The following parameters can be specified for the Queue Service Level report:
Required Parameters
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Date/Time range
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Workgroup
-
Media type
Group by and Summary Parameters
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Interval Configuration (Choose from Half Hour, Hour, Day of Week, Daily, Weekly, Monthly, Quarterly or Yearly)
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Service Level Format
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Show Detail
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Target Service Level Calculation (informational)
Additional parameters
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Site ID
Parameter Descriptions
|
Parameter |
Parameter Type |
Required/Optional |
Description |
|
Date Time Range |
Filter |
Required |
The date and time range bounds |
|
Workgroup |
Filter |
Required |
This parameter is the Workgroup queue to filter by. Available operators for the Workgroup parameter include: Contains, Does not contain, Ends with, Equals, Is not null, Is null, Not Equal to, and Starts with. |
|
Media Type |
Filter |
Required |
This parameter is the interaction media type to filter by. In the Media Type field, select a Media Type from the drop-down list. Available types are: <All>, Call, Callback, Chat, Email, Fax, Generic Object, Instant Question, SMS, Unknown, Work item, Social Conversation, or Social Direct Message. Available operators for the Media Type parameter include: Equals and Not Equal to. |
|
Interval Config |
Format/Informational |
Required |
The interval for which the report is grouped by. Choose from Half Hour, Hour, Day of Week, Daily, Weekly, Monthly, Quarterly or Yearly |
|
Service Level Format |
Format/Informational |
Required |
Specifies whether to display partial sum or cumulative service level values |
|
Show Detail |
Format/Informational |
Required |
Hides or displays the detail information |
|
Target Service Level Calculation |
Format/Informational |
Required |
Specifies what service level target answered is divided by |
|
Site ID |
Filter |
Optional |
The Site ID to filter by |
Sample report
Click on the image below to view a sample of this report.
Report Element Descriptions
Please reference the CIC Data Dictionary Technical Reference under Workgroup Queue Statistics Interval View for further technical details and column definitions.
|
Report Element |
Database Column or Computation |
Details |
| Workgroup | cName | The name of the workgroup queue |
|
Media Type |
cHKey3 |
The media type |
|
SL # (1-12) |
cServiceLevels |
The numerical service level threshold as defined in the service level configuration XML (cServiceLevels) |
|
Answered SL # (1-12) |
sum(nAnsweredAcdSvcLvl#) |
The number of ACD interactions answered within the service level threshold |
| Answered Total | sum(nAnsweredAcd) | The total number of ACD interactions answered (within and outside of configured service level thresholds) |
| Abandoned SL # (1-12) | sum(nAbandonAcdSvcLvl#) | The number of ACD interactions abandoned within the service level threshold |
| Abandoned Total | sum(nAbandonedAcd) | The total number of ACD interactions abandoned (within and outside of configured service level thresholds) |
- Summary view of Answered/Abandoned interactions (across intervals)
- Detail view of Answered/Abandoned interactions (per interval) with chart data for each interval
Stored Procedure
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SPRPT_CRQServiceLevelTables
Tables/Views
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IWrkGrpQueueStats
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DQServiceLevel_viw