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SLA Summary in Call Type Historical All Fields
Answer
11/2/11 3:56 PM
In the Call Type Historical All Fields and Call Type Skill Group Historical All Fields the Service Level shows for the specified time intervals, but doesn't summarize at the bottom.  Is this by design or am I doing something wrong?  This is CUIC version 8.5(2).
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RE: SLA Summary in Call Type Historical All Fields
Answer
11/9/11 5:50 PM as a reply to DAVID CHUMBLEY.
This is how the report is currently designed. To change it, you can copy the Report Definition and add a summary for that field.
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RE: SLA Summary in Call Type Historical All Fields
Answer
11/14/11 4:17 PM as a reply to Carmen Logue.
Thanks for the clarification Carmen. I would like to add though that this seems like something that should be available in the Stock Templates. Can you add it to a Feature Request for future versions. Service Level is one of the most widely used metrics within the contact center and to have to customize a report for it doesn't seem right. Anytime you have to customize something, there are risks when upgrading or patching. And for something as basic and widely used as Service Level that would seem unneccesary to me. I can't believe no one else has requested this, unless everyone else is doing customized reports. Even Webview had this.
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RE: SLA Summary in Call Type Historical All Fields
Answer
11/22/11 8:05 PM as a reply to DAVID CHUMBLEY.
Agree that we need to look at summary line generally. Will add this to our backlog for post 8.5(3).
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RE: SLA Summary in Call Type Historical All Fields
Answer
12/1/11 9:17 PM as a reply to Carmen Logue.
Thanks Carmen. Do you know what the time frame is for 8.5(3)?
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RE: SLA Summary in Call Type Historical All Fields
Answer
1/10/12 9:13 PM as a reply to DAVID CHUMBLEY.
I'm still having troubles with getting this to work. I've copied the Report Definition and created a new report from that Report Definition. None of the standard Footer Formulas are applicable as Avg will take the average of all the intervals, even if there aren't any ServiceLevel calls during that interval, so the Avg Footer is incorrect. I have tried adding a Custom Formula but can't figure out what the correct syntax is to make this work. Ideally I want the Custom Formula to be ServiceLevelCalls/ServiceLevelCallsOffered for the report period. This would give the actual service level for the report period. Does anyone know what the syntax is for the Custom Formula field or if this is even possible within that? Or is there a different way to calculate the total service level for the report period? Thanks
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RE: SLA Summary in Call Type Historical All Fields
Answer
1/11/12 8:38 PM as a reply to DAVID CHUMBLEY.
David,

You should be able to create a Custom Footer for your report using the following formula:

SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered})

I hope this helps,

J.P.
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RE: SLA Summary in Call Type Historical All Fields
Answer
1/12/12 2:57 PM as a reply to John Ploncinsky.
Thanks John. Exactly what I was looking for. Works great!
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RE: SLA Summary in Call Type Historical All Fields
Answer
8/15/12 3:35 PM as a reply to DAVID CHUMBLEY.
Dears;

I am new for CUIC and I just gor Premium license and would like to add the summary SLA.
The CUIC version that I have is version 8.

I just need help where to put this formula:

SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered})

Actually I did a copy for the CallTypeHistoricalAllFields and I saved it in a new name, then I clicked on Create and I selected Formula. Then I selected Edit Formatting and I selected the Footer to be Custom Formula.

In the Default Custom Footer Formula, I placed:
SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered})

But still did not work.

Any advise how to apply this? Appreciate the kindly help.
The customer is pushing hard on me and we just moved live and we are facing a problem that they need the Summary SLA to be urgent.

Regards
Bilal
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RE: SLA Summary in Call Type Historical All Fields
Answer
8/22/12 12:14 AM as a reply to Bilal Ghayad.
Dears;

I am new for CUIC and I just gor Premium license and would like to add the summary SLA.
The CUIC version that I have is version 8.

I just need help where to put this formula:

SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered})

Actually I did a copy for the CallTypeHistoricalAllFields and I saved it in a new name, then I clicked on Create and I selected Formula. Then I selected Edit Formatting and I selected the Footer to be Custom Formula.

In the Default Custom Footer Formula, I placed:
SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered})

But still did not work.

Any advise how to apply this? Appreciate the kindly help.
The customer is pushing hard on me and we just moved live and we are facing a problem that they need the Summary SLA to be urgent.

Regards
Bilal

 
 
Have you tried updating the associated report. You can do this by running the associated report, click filter then you get a pop-up saying "report definiton is changed, do you want to update?", and you have to click 'yes' here.
 
-Senthil
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RE: SLA Summary in Call Type Historical All Fields
Answer
8/22/12 12:16 AM as a reply to Senthil Kumar Natarajan.
Also i forgot to add,

to check the reference of the report and confirm that its using your new report definition.

-Senthil
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RE: SLA Summary in Call Type Historical All Fields
Answer
8/28/12 6:25 PM as a reply to DAVID CHUMBLEY.
In the Call Type Historical All Fields and Call Type Skill Group Historical All Fields the Service Level shows for the specified time intervals, but doesn't summarize at the bottom.  Is this by design or am I doing something wrong?  This is CUIC version 8.5(2).


Iam also facing the same issue...
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RE: SLA Summary in Call Type Historical All Fields
Answer
9/5/12 12:49 AM as a reply to John Ploncinsky.
Does this subtract the abandon calls that abandon before service level expires?We use SLA ignore. i'm using this formula however it seems to put my SLA a little lower then where it should be. thanks



SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered})
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RE: SLA Summary in Call Type Historical All Fields
Answer
9/5/12 11:05 AM as a reply to mike rainville.
Mike,

If you are using SLA Ignore, you will have to subtract the sum of ServiceLevelAband from the denominator to properly calculate the SL in the footer.

J.P.
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RE: SLA Summary in Call Type Historical All Fields
Answer
9/11/12 4:09 AM as a reply to Senthil Kumar Natarajan.
Thanks for the information, this has been a great help. I still have 1 issue that you may be able to help with. When i run one of the out of box reports, when all of the columns don't fit on one page there is a scroll bar at the bottom. On my custom reports i don't get the scroll bar so i can't see all of my data. How do i add the scroll bar. thansk mike
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