Blogs

From time to time we hear of customers who want to print scheduled reports. They want their report to be sitting in the printer waiting for them in the morning, that sort of thing. CUIC doesn't support this as built-in functionality, but you can do it using Microsoft Outlook.
...Read More

 

There is quite a bit of interest in different techniques for using multiple AW/HDS servers with a single CUIC instance, for a number of reasons.

One reason people typically want to use multiple AW/HDS servers is to spread the load from a CUIC instance to multiple data sources. I've already blogged in the past about ...Read More

 

With the release of CUIC 7.5.3, there is one grid, the grid that was previously known as the "grouped grid". Since it now supports dynamic sorting it is now the only grid available.

One of the nice things about this grid is that much of its appearance can be customized by modifying the CSS (cascading style sheet) file that dictates its appearance. This is an undocumented technique, but should be fairly straightforward for anyone with a bit of HTML experience.
...Read More

 

I've just published a fairly comprehensive list of ways to improve performance of CUIC 7.5.x on the Developer Community at http://bit.ly/85kB.

There are a few items that I've covered in blog posts before, but a ton of new content as well. The document covers the following topics:

  • Server considerations
  • Configuration options
  • Database maintenance
    • ...Read More

 

Want to show off your Web 2.0 mojo? Here's a fun way to share reports with your Twitter contacts.

First, find the report you want in the Report Manager, right-click it, and click on the Report Info context menu item.



The Report Info dialog is very handy, it gives you all the information you need to access a report without using the CUIC menus. Here, we want the "Interactive Grid Permalink":


...Read More

 

When you write a custom report, it's always a good idea to use the SQL NOLOCK hint to improve performance and reduce the chance of deadlocks.
...Read More

 

In some very specific instances, you may want CUIC Web servers to share a database but query different AW/HDS servers, to split load. At first glance this doesn't seem possible as the AW/HDS that is queried is defined by a data source, which is stored in the CUIC database. However, there is a workaround which I'll show you in this post.
...Read More

 

Most people don't realize just how extensible CUIS is. You can do a lot with it, however, if you know what you're doing.

For example, most people don't realize that you can build a completely custom display using custom-built XSLT files. It's true! You can give CUIS your own stylesheets, and then tell the report to use that stylesheet instead of the default displays.
...Read More

 

Showing 8 results.
Items per Page 20
of 1
First Previous Next Last

Forums

« Back to Contact Center Reporting

Service Level Calculation out of office

Combination View Flat View Tree View
Threads [ Previous | Next ]
Service Level Calculation out of office
Answer
8/12/09 12:57 PM
Hi,

we are using a UCC-E 7.5 and our customer wants only include calls for the service calculation which are routed in the opening hours.
To check the opening hours we are using an administrative script where we set global variables which are checked in the routing scripts for the specific service numbers.
If the service center is closed, the caller gets an announcemnet and the call will be released

So the problem is that every call for the service number hits the call type and also the routing script.
How can we calculate the service level to do not include the calls which are out of office?
 
 
thanks
Markus
Flag

RE: Service Level Calculation out of office
Answer
8/13/09 7:37 PM as a reply to MARKUS SCHWEITZER.
I asked the crew here, and Jay responded with this:
 
"Since off-hours calls simply hear an announcement, one solution could be to break it away from the main script.  In other words, update the admin script and after setting the variable for ¿closed¿, have an IF statement to say, IF Closed is true, go to a routing script that simply plays the closed announcement.  This will also provide an opportunity to report on the number of calls received off-hours."

Hope this helps!
 
Jason
Flag

Collateral


No files available