Changing service level threshold in Call type (Config manager)

I am using ICM 8.0.3 and in the process of changing the service level threshold for some call types and overriding the default value. Just want to confirm, if I need to restart any services for the change to be reflected or would it be automatic.

Hi, it is automatic.
One thing to remember, though:
Historical data is historical, it won't change for Service level, for instance for the past. So if you have a CallType named SuperAwesomeCallType with 30 seconds as the default, all historical tables will still reflect that for the period of time up to the moment of the change.
G.
Sent from Cisco Technical Support Android App

Similar Messages

Change "Services and applications" names in failover cluster manager

Hi. Id like to change "Services and applications" names in failover cluster manager for Windows Server 2008 R2.
I right click on one and press rename, but when i change the name and press enter i get the message "To rename this service or application please rename the Client Access Point via its property page"
It's important that we don't change the network name for the service

Hi,
Checkout this blog post
PowerShell for Failover Clustering: Let’s Rename a Few Things
But keep in mind if you rename the resources and you are using them in a script or backup you need to check this also with the new name.
Greetings, Robert Smit Follow me @clustermvp http://robertsmit.wordpress.com/ “Please click "Vote As Helpful" if it is helpful for you and Proposed As Answer” Please remember to click “Mark as Answer” on the post that helps you

ICM Call Types and Service Level

I have a question about how to accuratly get Service Level from a call type. I want my service level to be 30 seconds. In my ICM script I have a main call type that tracks every call coming in.
I Have 3 call types that track options. Opt1 leave a voicemail, Op2 self help, Opt3 agent.
Would I change the Main call type to 30 seconds or would I change the Opt3 call type or both. I think I would set the Opt3 call type but the consultant that designed the script and call flow for the company I work for set it on the Main call type.
Thanks in Advance.

hopewell2 wrote:Over the last 5 years that I have been working with ICM I have gotten mixed feed back from consultants on doing that. Some says its good to use a RONA call type some say it is not needed.What is your opinion?
Well, I'm a bit out there on RONA itself, let alone a special call type for RONA - and my policy is - NO RONA!!!
There is nothing good about RONA in terms of customer service - nothing good at all. It promotes sloppy agents and poor practices within the contact center.
If you get up from your seat and leave yourself in the ready state, I'll dock your pay and put you on notice. Do it again and I'll fire you. That usually sorts out the problem.
Regards,
Geoff

Call types ,service, category , Responsible group in service ticket

Hi All,
I have to config Date as drop down to 1. Responsible Group 2. service ,3.category 4. call type in SERVICE TICKET on Web client .
can any body please tell me , where i have to do config to get data as drop down in service ticket .
Thanks,
Aravind.

Hi Aravind,
You can configure drop downs in service tickets using category modeler which is a BSP application.
1. maintain categorization profile
IMG Path: CRM>IC WebClient>Business Transactions-->Define Categorization Profiles,copy default and rename it
2. Create subject profile
Customer Relationship Management > Transactions> Settings for Complaints> Settings for Subjects> Define Subject Profiles,
3. maintain the subject profile in ur service ticket
4.you can add CRMM_ERM_CAT to your favourites.Here you will have to make a schema first and then maintain the application area as service ticket, maintain the correct subject profile,then you can create nodes and subnodes and define the drop down values.
5. after doing this,remember to change the status to Released in the basic data tab page of category modeler application
No you will be able to see the drop down values in category modeler

Service level field in Shipment

Dear forum,
Does anyone know where to configure the service level field (VTTK-BFART) in the shipment?
I am creating a shipment with transaction VT01n, and want to select an own defined service level (VTTK-BFART) in the header of the shipment. So I need the IMG path to configure the service level, to be able to add own defined values.
I do not need the instructions in how it is possible to have a default service level suggested by shipment type. That I already know how to do.
Thanks,
Ola

Hi,
Nope, the service level (VTTK-BFART) is not maintainable via customization. You can understand this when you press F1 and 7th tab { key like} is disabled.
But, you can add new entries in development with developer access key going in BFART domain.
Hope this is helpful for you.
Hrishi

Passing 'Service Level' from Forwarding order to Freight order

Hi All,
If I create a Forwarding order with Service Level "XYZ" and create a freight order from it,
the service level 'XYZ' is not passed on to the Freight order Service Level field.
Instead of 'XYZ' it is empty.
When investigated found out that, freight order will take Service Level defined in the corresponding Freight order type.
In my case, the Service level in Freight order type is left Empty.
Is there any workaround to bring the Service level from FWO to FO?
Thanks & Regards,
Michael.

Hi Michael,
It depends how you are creating a FO from forwarding order. Do you have FUs as linkage or you are creating FO directly by using FUBR?
Thanks & Regards,
Tarun Kumar

Call type table and service threshold value

I see for the call types where the service threshold value is set to default, the service threshold is shown as NULL in the Call type table.
Howver when you decide to override it, it shows the actual value. Any reason why Cisco decided to have a NULL value for default and not the numeric one . (it is actually 20s)

Please go through documentaton of all features that you required
For India Payroll
40ECS
40CLM
40LTR
40EPF
40PTX
PPMOD
DTAKT
40ECC
40ACK
LGMST
TARIFF
For Time Management
SCHKZ
TMSTA
QUOMO
WWEEK
WRKHR
VTART
MASEX
HRSIF
LDAYW
TIMTA
are some features, go to each and individual feature through PE03 and check the documentation , you can able to get an idea about the return values
>If you want to see the complete list of feature
>Go to PE03 give ***** at the field of feature name and press F4
OR
>Please run the program program RPUMKD00 ( through SE38)
>Give value ***** in the FROM field and keep the TO filed blank for the selection of FeaturesLeave the Person Responsible fields blank
>Give 1 for as in put to the field Type of feature
>Give 1 for as in put to the field Version
>Give 1 for as in put to the field Activation indicator
>and execute (F8)
Select the required one from the list and go for documentation
Edited by: Sujith Nambiar on Sep 17, 2010 2:48 PM

IO Service Level versus Profit Analysis Simulation Set Service Level Change

R12 (RAC) Service Level versus Profit Analysis
Projected Service Level in Analysis workbench shows a strange negative quantity
when ussing Item Simulation Set in a plan.
The customer expects that when Service Level is changed in the item
simulation set, the system should use It.
But Target Service level still appears negative in the Analysis Workbench
Test Case:
Inventory Planner Responsibility.
Navigation: Inventory Plan > Name.
Look for an existing inventory Plan. Click on "Plan Options" Button.
Assign an Item simulation Set.
Save changes.
Close the "Plan Options" window.
From the "Inventory Plan Names" window push the "Launch Plan" Button.
When plan finished, navigate to: Analysis Workbench
Look for the plan, and review the showed value in the field projected Service Level.
They noticed that when they create an Item simulation Set, Original Service Level
field is not populated and they thought maybe It was part of the problem, so they
tried adding a value in the Service Level Field of the item simulation set.
However; it did not work.
They are expecting that if no change has been made to the service level in the Item simulation set, It should use the service level set in the Service Level set, used in the inventory Plan.

Hi Bruyneel,
I've solved the problem. I think while doing kernel or component upgrade SAP clear all configuration that connected from ABAP and JAVA. You can re-config from config tool.
1. Goto \usr\sap\<SID>\<SIst.Num>\j2ee\configtool and execute go.bat
2. cluster-data -> global server configuration -> services -> com.sap.security.core.ume.service.
3. Configure:
ume.login.guest_user.uniquefields with J2EE_GUEST, and make sure the user is already exist in ABAP
ume.persistence.data_source_configuration dataSourceConfiguration_abap.xml
ume.r3.connection.master.ashost
ume.r3.connection.master.client
ume.r3.connection.master.passwd : with SAPJSF user's password
ume.r3.connection.master.sysnr
ume.r3.connection.master.user : SAPJSF User
Refer for this link for help: http://help.sap.com/saphelp_nw04s/helpdata/en/20/361941edd5ef23e10000000a155106/frameset.htm
Thanks & Best Regards,
Yan

*** Service Level for CSQ for Dialer Calls - UCCX ***

Hi - Service Level and percentage is applicable for CSQ which is assigned for Campaign in Agent Preview, Does it reflect in CSQ based reports.

Hi,
yes, that's correct. Even if you change the Service Level interval from 20 to 30 on your CallTypes, it won't change too much in the data that has already been aggregated (grouped), ie you can't alter history.
What I would do is just export all rows from the Termination_Call_Detail table (if available at all for that period), filter CallTypes I want to check and then split the result into two tables: one table will hold the calls abandoned within the IVR , and the second table will contain the calls answered by agents (you can filter them by PeripheralID and CallDisposition).
And then just take a look at the Duration and the NetQTime values.
I know it's sort of a poor man's way of doing things but this is the only thing I could think of in this situation.
G.

Router calls offered and Service Level calls offered differences

Hi,
I was checking the definition of router calls offered and service level calls offered. Could anyone please let us know the exact difference between these fields in t_Skill_group_interval table.
Regards
Deepak

Hi Jameson,
Thanks for the reply.
I went through the database schema .I have some doubts regarding the terminologies.
1. The component of redirect calls - Would like to know what it would be .
2. The component - still unanswered within threshold . Would this mean the calls queued longer than SL .which means all the remaining calls which were offered to this skillgroup. Hence would like to know if the Service level calls offered should be equal to Router calls offered.
3. I observe that Service level calls offered were less than the calls answered field. Would like to know the possible reasons. I was initially thinking that there are might be calls overlapping but its not so as per my testing. Please help.
Testing performed :
Added to this , there is one more field called "Calls offered" and i observe that this is incremented when the calls are answered.
I performed to test "Service Level calls offered, calls offered , Calls answered and Router calls offered" .
I made a test call and queued skillgroup at 2:27 pm and made to be in queue and answered in next interval 2:32 pm (crossing reporting interval)
I observe the below,
In 2:15 interval for the skillgroup ,
Router calls offered = 1 , Calls offered = 0 , Calls answered = 0 , Service Level calls offered = 0
In 2:30 interval for the skillgroup,
Router calls offered = 0 , Calls offered = 1, Calls answered = 1 , Service Level calls offered = 1
Would like to know if this are correct values.

Caltyp24_Call Type Real Time All Fields Service Level Today discrepancy

Hi All,
During our initial phase of deployment to CUIC reporting tool we want to offer similar features to our team to ensure smoother transition. However, I'm seeing discrepancy in data pulled by two different reporting engines - Webview 7.5 and CUIC 8.x. I have attached the screen shot of both highlighted in red.
Details:
CUIC/WebView Report: caltyp24_Call Type Real Time All Fields;
Version of CUIC: 8.5(4) build 1 (8_5_4_10000_99);
ICM Version: Release 7.5.1.0, Build 23684;
Column with Discrepancy: Service level today.
Any help much appreciated.
Thanks in advance,
Ramchand

Thanks very much for responding so quickly Kartik. The data is pulled from the ServiceLevelToday column in Call_Type_Real_Time table. Here is the query; I have truncated some columns for brevity:
SELECT Call_Type.EnterpriseName,
Call_Type_Real_Time.CallTypeID,
Call_Type_Real_Time.ServiceLevelCallsToday,
Call_Type_Real_Time.ServiceLevelToday,
Call_Type_Real_Time.TalkTimeToday,
Call_Type_Real_Time.ReturnReleaseHalf,
RouterCallsAbandToAgentTo5 = Call_Type_Real_Time.RouterCallsAbandToAgentTo5,
RouterCallsAbandToAgentHalf = Call_Type_Real_Time.RouterCallsAbandToAgentHalf,
CallsAtVRUNow = Call_Type_Real_Time.CallsAtVRUNow,
CallsAtAgentNow = Call_Type_Real_Time.CallsAtAgentNow
FROM Call_Type, Call_Type_Real_Time
where Call_Type.CallTypeID = Call_Type_Real_Time.CallTypeID
Order BY Call_Type.EnterpriseName, Call_Type_Real_Time.DateTime
We used the templates through CDN that mimic the real time and historic reports from Web View. This is the only real time report where we noticed the discrepancy in service level today column. We have the Standard CUIC license so I am unable to verify the report definition through CUIC. However, I should assume that both reports are referring to the same columns and tables. Do we have any alternatives? Please suggest…thanks

Route calls to two different CSQs, but show single set of Service Level stats on report

We have a single node UCCX 9.0.2 Premium environment to handle our ACD operations. Our agents take inbound customer service, claims and sales calls for a few dozen of our clients. All of these calls are currently taken by the same two teams of people regardless of which client it is for, with the sales calls going to one team and the customer service and claims calls going to the other team. There is a Sales CSQ and Skill for each client, and a Customer Service CSQ and Skill for each client. Currently the caller is presented with a menu giving two options...press 1 for customer service, press 2 for sales.
What we are looking at doing is adding a third prompt specifically for claims. Claims issues are handled by the Customer Service team, but only certain members of the team. Obviously I can create a new CSQ and Skill for Claims for each client, then have the new prompt route to the CSQ for Claims.
The challenging part is the reporting for this. We have to report Service Level statistics for Customer Service calls (but not sales) for each client, to show whether or not we're meeting the service level agreement requirements. The splitting out of claims calls to be handled by specific people is something being requested by our internal management, not the client. But as far as the client is concerned those are customer service calls, they would count toward our customer service SLA, and they expect to see a single SLA statistic reported.
I know that it's only possible to add multiple skills to a CSQ and force agent selection based on a specific skill in CCE (not available in CCX). But is there any way to script my way around this to get the same end result, and have the reporting data still reflect a single set of CSQ service level stats?

Thanks Aaron. We're running HRC right now, but I've been dying to switch us to the version of CUIC that's built in to CCX for quite a while and it appears I may be able to do so soon. I'm hoping to utilize some of the additional flexibility of the saved reporting templates in CUIC to massage the data formatting as needed.
CUIC Premium is something our management will be considering, but I'm anticipating the license for it being very expensive and probably causing them to eliminate it as an option. Unfortunately I haven't been able to get my hands on a demo copy of it to try to "sell" it to them either.
Thanks again for your help Aaron.

Service Level Settings on Skill Group - ICM 8.5

Hi,
Customer would like to set different service for different skill group as the business requirement.
SG1 - 80/20 (80% of the calls should be answered within 20 seconds)
SG2 - 90/20 (90% of the calls should be answered within 10 seconds)
SG3 - 70/30 (70% of the calls should be answered within 30 seconds)
SG4 - 60/40 (60% of the calls should be answered within 40 seconds)
But we are getting only threshold field on the Skill Group configuration where we can set only seconds like 20,30,40 but system doesn't show the % percentage of calls (base value)
Kindly advise me how to achieve this configuration... if system doesnt have the option to change base value then how to calculate the service level mentioned above.
with Regards,
Manivannan

Karthik,
I guess the differenece between call type and skill group, SL will be calculated after the calls offered to Call Type Node and Skill Group Node. for example call type mapped with the script where skill group node configured on the same script, assume that there is some more nodes in the script, Call type SL will calculate include the extra nodes whatever defined before the skill gorup node.
Jameson,
Please clarify more. For example if i configure 30 seconds, what is the meaning of the settings. i can assume that 100% calls should be answered within 30 seconds.
And also would like to know best practices to get the various SL thresholds.
with Regards,
Manivannan

Service level% -- Confusion

Hi Guys,
I am working on service level %. I am using the MRP forecast type PV. Service level % is maintaibned and everytime the Forecast is executed, the safety stock is automatically updated in the material master.
Could you please explain me the formula/logic involved in this calculation??
for example if the forecast caluclates demand of 46%, and service lvel is mainntained to 55%. What would be the safety stock calculation logic
Sanjay

Hi,
Service level means, when the sales order comes, on what percentage you can cover the sales order requirement immediately, this is called service level.
when the service level % increases, your safety stock also will increase to cater the sales order requirement. When the service level % reduces, the safety stock also will reduce.
Regards,
V. Suresh

User exit to change item level data in purchase order

Hi,
Can anyone let me know the user exit to change item level data in purchase order . there is a badi ME_PROCESS_PO_CUST for this but the issue is its method process_item gets triggered only when the item is changed. My requirment is
For purchase order document types u201CZSOu201D and u201CZCOu201D, where the purchase order is a u201CLimits Orderu201D only i.e. no materials or services on the purchase order, the print price indicator field should be set to u201Cblanku201D (unchecked). now i cant use ME_PROCESS_PO_CUST because process_item wont get triggered if there is no change in itemlevel data.
Regards,
Rahul

Hi Rahul,
Probably EXIT_SAPLMEKO_002.
hope it helps,
Edgar

Changing service level threshold in Call type (Config manager)

Similar Messages

Maybe you are looking for