Service level percentage, does it include Error calls

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    This document was generated from CDN thread

    Created by: Luis Yrigoyen on 11-11-2012 09:23:21 AM
    Im working with the Call Type Historical All Fields report and I've been asked to remove the Error Calls from the SL Percentage column.  The thing is, I'm not even sure is included it there.
     
    thanks

    Subject: Automatic reply: New Message from Luis Yrigoyen in Contact Center Reporting
    Replied by: Fred Green on 11-11-2012 09:25:48 AM
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    Subject: RE: Service level percentage, does it include Error calls
    Replied by: Stephan Hartman on 11-11-2012 11:05:47 AM
    Luis Yrigoyen:
    Im working with the Call Type Historical All Fields report and I've been asked to remove the Error Calls from the SL Percentage column.  The thing is, I'm not even sure is included it there.
     
    thanks

     
    According to the Reporting Gude on page 222:
    "Tasks that abandon before the short calls timer, as defined in the Unified ICM configuration, do not count towards the service level offered or service level abandoned call counters. Also, calls that encounter an error condition or are sent to non-monitored devices (using the label node) within the service-level threshold, do not affect the service level."
    Based on this, I would say 'Calls Error' is NOT included in the SL% calculation.
     
     

    Subject: RE: Service level percentage, does it include Error calls
    Replied by: Luis Yrigoyen on 14-01-2013 02:02:34 PM
    I guess I should had been more specific.  I was talking about the footer formulas on the summary reports. 
    I found that error calls, incomplete calls and SL error calls are not being excluded from the SL footer formulas.
     
    These are the formulas I used:
    I like to add SLAbanIgnore, SLAbanPositive and SLAbanNegative columns to my reports:
    SLAbanIgnored =     CASE when (sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0)) - sum(isnull(CTHH.ServiceLevelAbandHalf,0))) = 0 then 0             ELSE (sum(isnull(CTHH.ServiceLevelCallsHalf,0)) * 1.0) / (sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0))              - sum(isnull(CTHH.ServiceLevelAbandHalf,0)))             END,
     
    SLAbanPositive =     CASE when sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0)) = 0 then 0             ELSE (sum(isnull(CTHH.ServiceLevelCallsHalf,0)) + sum(isnull(CTHH.ServiceLevelAbandHalf,0)) * 1.0)             / sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0))     END,
     
    SLAbanNegative =     CASE when sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0)) = 0 then 0             ELSE (sum(isnull(CTHH.ServiceLevelCallsHalf,0)) * 1.0) / sum(isnull(CTHH.ServiceLevelCallsOfferedHalf,0))             END
     
    You need to 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))
     
    SL Footer Formula (if SLA Negative): SUM(${ServiceLevelCalls}) / SUM(${ServiceLevelCallsOffered}) SL Footer Formula (if SLA Ignore): SUM(${ServiceLevelCalls}) / (SUM(${ServiceLevelCallsOffered}) - SUM(${ServiceLevelAband}))
     
    SL Footer Formula (if SLA Positive): (SUM(${ServiceLevelCalls}) + SUM(${ServiceLevelAband})) / SUM(${ServiceLevelCallsOffered})  
     
    SL Footer Formula (if SLA Ignore and ERRORS excluded): SUM(${ServiceLevelCalls}) / (SUM(${ServiceLevelCallsOffered}) - SUM(${ServiceLevelAband}) - SUM(${totalerrorcount}))
     
    SL Footer Formula (if SLA Positive and ERRORS included): (SUM(${ServiceLevelCalls}) + SUM(${ServiceLevelAband}) + SUM(${totalerrorcount})) / SUM(${ServiceLevelCallsOffered})