CUIC - Real Time Occupancy / Utilization

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    This document was generated from CDN thread

    Created by: Kieran Byng on 28-09-2012 08:46:56 AM
    Hello,     Can anybody help me?   I'm trying to get / calculate a real time occupancy / utilization figure using either Real-Time Service or Skill reports.   I can't find the 'total time available' figure anywhere to add to the report definition or to create field / add formula.   Does anyone know where I might be able to find / calculate 'Total Available Time'  so I can compare it to 'Total Handle Time', 'Work Ready Time' etc.... or what code I should use?

    Subject: RE: CUIC - Real Time Occupancy / Utilization
    Replied by: ED VILLARREAL on 28-09-2012 09:54:49 AM
    Are you trying to develop a occupany calculation for the current day, as a running total, or are you trying to only provide the latest occupancy data for the last interval or 5 minute period?
     
    Ed
     
    Kieran Byng:
    Hello,     Can anybody help me?   I'm trying to get / calculate a real time occupancy / utilization figure using either Real-Time Service or Skill reports.   I can't find the 'total time available' figure anywhere to add to the report definition or to create field / add formula.   Does anyone know where I might be able to find / calculate 'Total Available Time'  so I can compare it to 'Total Handle Time', 'Work Ready Time' etc.... or what code I should use?


    Subject: RE: CUIC - Real Time Occupancy / Utilization
    Replied by: Kieran Byng on 28-09-2012 10:03:29 AM
    I'm trying to get an occupancy calculation for the current day as a running total if it's possible?

    Subject: RE: CUIC - Real Time Occupancy / Utilization
    Replied by: Nathan Luk on 28-09-2012 10:12:06 AM
    Well your 3 tables for Skill groups for Available time are:
    Skill_Group_Real_Time.AvailTimeTo5 (gives you total available time for the last 5 mins)
    Skill_Group_Half_Hour.AvailTimeToHalf (gives you total available time for a given 30 min period, can sum this historical column for the day but will only be as up to date as the last 30 minute interval)
    Skill_Group_Interval.AvailTime (like the previous value, this gives you total available time
    for a given interval period, can sum this historical column for the day
    but will only be as up to date as the last interval)
     
    So with that in mind, you can do a running total for the day using subqueries but it will not necessarily be realtime as it will only update every 15 or 30 minutes (depending on which table you decide to use). The rolling 5 minute window is your only option for a true realtime occupancy calculation (ie occupancy for the last 5 minutes).
    Cheers,
    Nathan

    Subject: RE: CUIC - Real Time Occupancy / Utilization
    Replied by: ED VILLARREAL on 28-09-2012 10:15:30 AM
    If you are looking to provide a running total, then you will need to use the Half Hour or Interval table, depending on the version of UCCE you are running.  The real time tables only hold real time and 5 minute interval data.  There is no historical data in the real time table because the data is overwritten when the data is updated.  You could create 2 reports and combine then on a single dashboard with one using the Interval data and the other using the 5 minute data from the 5 minute data.  This way, the call center can make adjustments within an interval.
    Ed

    Subject: RE: CUIC - Real Time Occupancy / Utilization
    Replied by: Kieran Byng on 28-09-2012 10:42:56 AM
    Thank you Ed & Nathan!
    I wasn't sure if I was missing a trick - we'll go with the Real Time rolling 5 mins and the historical figure that updates every 30 mins!