SLA Summary in Call Type Historical All Fields

Version 1
    This document was generated from CDN thread

    Created by: DAVID CHUMBLEY on 02-11-2011 10:56:02 AM
    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).

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: Carmen Logue on 09-11-2011 11:50:49 AM
    This is how the report is currently designed.  To change it, you can copy the Report Definition and add a summary for that field.

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: DAVID CHUMBLEY on 14-11-2011 10:17:04 AM
    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.

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: Carmen Logue on 22-11-2011 02:05:53 PM
    Agree that we need to look at summary line generally.  Will add this to our backlog for post 8.5(3).

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: DAVID CHUMBLEY on 01-12-2011 03:17:01 PM
    Thanks Carmen.  Do you know what the time frame is for 8.5(3)?

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: DAVID CHUMBLEY on 10-01-2012 03:13:21 PM
    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

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: John Ploncinsky on 11-01-2012 02:38:21 PM
    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.

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: DAVID CHUMBLEY on 12-01-2012 08:57:47 AM
    Thanks John.  Exactly what I was looking for.  Works great!

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: Bilal Ghayad on 15-08-2012 10:35:35 AM
    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 ******* me and we just moved live and we are facing a problem that they need the Summary SLA to be urgent.

    Regards
    Bilal

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: Senthil Kumar Natarajan on 21-08-2012 07:14:05 PM
    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 ******* 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

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: Senthil Kumar Natarajan on 21-08-2012 07:16:07 PM
    Also i forgot to add,

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

    -Senthil

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: GOPALASRINIVASAN KUPPUSWAMY on 28-08-2012 01:25:58 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).


    Iam also facing the same issue...

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: mike rainville on 04-09-2012 07:49:56 PM
    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})

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: John Ploncinsky on 05-09-2012 06:05:09 AM
    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.

    Subject: RE: SLA Summary in Call Type Historical All Fields
    Replied by: mike rainville on 10-09-2012 11:09:11 PM
    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