SLA summary report footer formulas for call type reports http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=10584736 2013-05-22T16:25:01Z 2013-05-22T16:25:01Z Luis Yrigoyen http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=10584735 2013-01-14T20:16:59Z 2013-01-14T20:08:29Z

Modify the totalerrorcount field in the definition's query:     totalerrorcount= sum(isnull(CTHH.ErrorCountToHalf,0))  + sum(isnull(CTHH.IncompleteCallsHalf,0)) + sum(isnull(CTHH.AgentErrorCountToHalf,0))  + sum(isnull(CTHH.ServiceLevelErrorToHalf ,0))     [u]Depending on how the SL is configured for the call types (i.e. ignore, positive, negative (default)):[/u]     SL Footer Formula (if SLA Negative): SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered})     SL Footer Formula (if SLA Abandon Ignore): SUM(${ServiceLevelCalls}) / (SUM(${ServiceLevelCallsOffered}) - SUM(${ServiceLevelAband}))     SL Footer Formula (if SLA Abandon Positive): (SUM(${ServiceLevelCalls}) + SUM(${ServiceLevelAband})) / SUM(${ServiceLevelCallsOffered})       SL Footer Formula (if SLA Abandoned Ignore and ERRORS excluded): SUM(${ServiceLevelCalls}) / (SUM(${ServiceLevelCallsOffered}) - SUM(${ServiceLevelAband}) - SUM(${totalerrorcount}))     SL Footer Formula (if SLA Abandon Positive and ERRORS included): (SUM(${ServiceLevelCalls}) + SUM(${ServiceLevelAband}) + SUM(${totalerrorcount})) / SUM(${ServiceLevelCallsOffered})

Luis Yrigoyen 2013-01-14T20:08:29Z