* 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.

Similar Messages

"Service Level" defined for UCCX v8.5

One of my Service Desk Chief's are asking how Service Level is DEFINED. From the UCCX Administration Guide it states that Service Level is "the target maximum number of seconds a call is queued before it is connected to an agent". IF we are reading this correctly then the calculation DOES NOT START until after it is placed into the appropriate CSQ (since this is where the metric is located, would make sense). IF that be the case, then the time from when the call first enters the IVR/menu of the UCCX until the caller selects the appropriate option/CSQ is NOT counted in this time?
Therefore, only the time from whence the caller enters the CSQ wait until the time the call is presented to a Service Desk agent is counted (in seconds).
Please let me know if this is correct?
Thanks!
George Y

Hi,
yes, it's correct. The Service Level timer is started when the call enters the CSQ.
There's a number of resources discussing various aspects of call center metrics, but the key is: the time the customer spends listening to the IVR menu and choosing what to do is the customer's time, this cannot be influenced by the call center configuration. What can be influenced is the time the customer spends in the queue (starting from the moment the customer makes up his/her mind and chooses an IVR option to the point the agent picks up the phone, or the customer hangs up).
This is the reason why the Service Level calculation takes only the number of seconds spent in the queue.
Check out the Historical Reporting Guide for your UCCX version for more details about the other columns.
G.

Service levels in UCCX- include IVR time?

I`ve been asked a question regarding Service Levels. Within UCCX the levels are set so if the service level is 10 and the % is set to 25% then we expect 25% of calls to be answered within 10secs however if you have IVR, option 1, press 2 etc should you not take into account any IVR. When I worked on Nortel Symposium you created sub scripts so when running Service Levels the actual script you report on was only used to offer the call to the Skill Set and was not configured with any IVR options so it was the service level- what are the options in UCCX do we add the IVR prompt so if the prompt is 10 sec long we would in the above situation make the Service Level 20 sec to give a true picture?
thanks

You should create a proof script, and tell us what you found out.
Here's an example:
startacceptdelay(15000)select resource connected end queued delay(30000)terminateend
Set your SLA to 10 seconds and 100%, then call this script with a ready agent. Now run a report and see if you made the SLA. If you made the SLA, that means you handled the call within 10 seconds, which also means, the time before the "select resource" step is not a part of the SLA.
Take it one step further: is the time the call is ringing on the Agent's phone a part of the SLA? i.e., RNA timer is 10 sec. and SLA is 5 sec.

EIM 4.3 - Service Levels

Hello,
I have been looking at setting service levels within an integrated EIM environment, and I can't seem to make the correlation between configuring them in my workflow and reporting.
In my workflow, I setup two SL's.
1 - Total Case Activity Time - 8 hours
2 - Total Activity Time - 2 hours
I can see how to setup alarms to notify my supervisors if I am going to exceed my SL set above.
For reporting... I don't see where these service levels are tied into my reports. It looks to me like I need to set a service level manually for each report I would like to do.
I figured Service Levels were kind of like call types, in that I would run a service level report and it would return data based on emails hitting that service level, etc.
If someone has created reports based on the service levels they entered in their workflow, can you let me know what you chose?
Thanks!
Barry

Hi Matthew,
Unfortunately the service levels you enter are just for monitoring and notifying. The actual reports you run, you need to specify the service levels in there manually.
Other than that, I have found no other work around, or had the opportunity to engage eGain directly to try to talk about this.
Thanks!
Barry

Service Level Objectives failing

Hi,
I have created a number of Service Level Objectives for incident resolution times based on priority (in SCSM 2012 sp1). They were all working fine but some thing has happened and now they are not being applied to the incidents that should be getting
them. When I look at the Service Level Objectives they show in the list as not enabled and when i try to view the properties of any of them i get the following error:
Date: 19/12/2013 3:43:27 PM
Application: System Center Service Manager
Application Version: 7.5.2905.0
Severity: Error
Message: slaConfiguationObject.GroupInstance
Microsoft.EnterpriseManagement.Common.InconsistentDataException: slaConfiguationObject.GroupInstance
at Microsoft.EnterpriseManagement.UI.SdkDataAccess.ConsoleTaskHandler.DoTask(IList`1 navigationNodes, NavigationModelNodeTask task, List`1 parameterList)
at Microsoft.EnterpriseManagement.UI.SdkDataAccess.ConsoleTaskHandler.DoTask(IList`1 navigationNodes, NavigationModelNodeTask task)
at Microsoft.EnterpriseManagement.ConsoleFramework.WindowJobRecord.ExecuteBackgroundJob(Object sender, ConsoleJobEventArgs eventargs)
at Microsoft.EnterpriseManagement.ServiceManager.UI.Console.ConsoleJobExceptionHandler.ExecuteJob(IComponent component, EventHandler`1 job, Object sender, ConsoleJobEventArgs args)
Does anyone have any suggestions what may be causing this?

The problem is that SLO notifications are part of the Service Level Instance Time Information class, and your queues are members of the Incident class. You can't filter a notification based on a queue in a different class. If you want to filter the
SLO notification based on the actual SLO you can use the ID of the Service Level Configuration. For example to send one of breach you can use the following additional criteria
Changed From
[Service Level Information]Status does not equal Breached
Changed To
[Service Level Information]Status equals Breached
AND Service Level Configuration[System.AdminItem.SLABase]Id equals SLAConfiguration_<your unique GUID>
To find the what this SLAConfiguration ID should be you can use the below PowerShell script
Get-SCSMClassInstance -Class (Get-SCSMClass -Name "System.AdminItem.SLABase") | ?{$_.DisplayName -eq "Your SLO's Name" -and $_.Id -like "SLAConfiguration_*"} | FT DisplayName, Id
Matthew Dowst |
Blog | Twitter

Service Level Objectives Subscription problem

I am trying to setup SLO breach warning notifications in SCSM 12. I think I have a good understanding, but can't get the correct queue and class matchup. I want to send out an email when an incident has gone unassigned for over an hour. I have a queue for
tickets that have an unassigned status, but once I add a service level time instance class, it removes my "incident" queues. Please see the comments in this blog as an example, it describes my exact problem. Once I add the appropriate criteria (service
level instance time info) it removes my queues??
http://blogs.technet.com/b/servicemanager/archive/2012/02/07/notifying-before-sla-breaches.aspx also here: http://thelazyadmin.com/2012/03/scsm-2012-sla-management-part-3/
The comments at the bottom suggest using the Incident Class instead so the queues will show up, but then I lose the ability to select ServiceLevel time instance to select my warning triggers? Im stuck...

The problem is that SLO notifications are part of the Service Level Instance Time Information class, and your queues are members of the Incident class. You can't filter a notification based on a queue in a different class. If you want to filter the
SLO notification based on the actual SLO you can use the ID of the Service Level Configuration. For example to send one of breach you can use the following additional criteria
Changed From
[Service Level Information]Status does not equal Breached
Changed To
[Service Level Information]Status equals Breached
AND Service Level Configuration[System.AdminItem.SLABase]Id equals SLAConfiguration_<your unique GUID>
To find the what this SLAConfiguration ID should be you can use the below PowerShell script
Get-SCSMClassInstance -Class (Get-SCSMClass -Name "System.AdminItem.SLABase") | ?{$_.DisplayName -eq "Your SLO's Name" -and $_.Id -like "SLAConfiguration_*"} | FT DisplayName, Id
Matthew Dowst |
Blog | Twitter

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.

Wrap-up time for manual outbound calls (UCCX)

Is it possible to configure the wrap-up time for the manual outbound calls in UCCX? I think, this option only exists in CSQ, which is of course meant for the inbound calls. Any thoughts or any workaround to make this work?
Requirement- Once a manual outbound call is hung up, agent's state should be switched to WORK READY as per the wrap-up timer setting.
Thanks.

Dear experts,
I look forward to hear from you if you have anything to offer. Wrap-up TIME to be setup for manual outbound calls in UCCX.
Thanks,
Piyush

Determining service level offer for delivery date based on customer/materi

Hi,
we operate R/3 4.7 enterprise and are looking at a new requirement to present a service level offer at time of sales order input va01, drvin by customer number or group and the material number... For example customer 123456 orders two materials, ABC, ZXC... ABC has a proposed delivery date of today +2 while ZXC has +5 days, this would populate the "first date" ETDAT and then if not available schedule lines would be based on ATP scope of check. To further explain a second customer 654321 orders the same two materials, ABC and ZXC but this customer has a service level of today +4 days for ABC and +10 days for ZXC... I do not recollect in my experience such functionality in standard sap, perhaps with CRM? OR ABAP user exit?
Appreciate your thoughts and direction, perhaps siome one has developed a similar scenario or knows with greater experience that the solution is not in standard R3 4.7...
Thanks and look forward to your thoughts...
Craig

Hi,
When u creates sales order, system reserve material in c u r case
ABC = Today + 2 days
xyz = today + 5 days
Now another order come for same material then system automatically gives u next date if material is not availabe
ABC = Today + 4 days
XYZ = Today + 10 days
But if u have stock then this will not give u further dates,it will confirm as early as possible.
Kapil

Service item not relevant for pricing if used with higher level item catego

Hi,
We have a service item e.g S900 with Item category ZTAD.
This line Item automatically creates a Service Order.
Requirement is , if this service item is used with an Equipement Item,
Item 10 --> Equipment
Item 20 --> Service
--> There would be price required for the Equipment ( Condition type ZPRO - Mandatory )
--> System should not ask for the price of Service Item, as it would be inclusive in the Equipmetn charges.
--> In short if the Service item is used as Sub item with Equipment, it is not relevan for pricing.
I tried copying ZTAD and creating a new item cateogry which is not relevant for pricing...would that be the correct approach, but facing several issues related to Automatic Service order generation.
what could be possible ways to achieve above.
Regards
Trupti Deulkar

Hi,
System will ask the price for item category TAD bcoz service also chargble,in your case insted of TAD use TANN as free,
You can define based on your higher level item category for Ex : OR + Normusage(Blank)Higherlevl item (Blank)= TAN
you can config like this ORNormUsge(Blank) + TAN = TANN
like this you can do it this correct way or els you can manually enter the item catagory (TANN) at sale order line item level.
Thanks
Vinayak.
Edited by: vinayak4all on Jul 12, 2011 2:45 PM

PO for item of service Level short and long text using sap script

Please let me know how to do the PO for item of service Level short and long text using sap script.
<MOVED BY MODERATOR TO THE CORRECT FORUM>
Edited by: Alvaro Tejada Galindo on May 5, 2009 10:25 AM

Hi ,
In the transaction related to PO select the path goto->header texts and then details of the texts like ID,objectname,language,name.Pass all theses details to 'READ_TEXT ' FM. Then you will get text lines described for a perticular Po ,similarly for item also.
Thanks,
Suma.

Is there any report for service level agreement monitoring?

Regards,
Lament

Hello
To configure the SLR Report, goto transaction DSMOP or DSWP
in soution overview, choose your system (i'm suposing you already configured monitoring for your system)
goto tab Solution Monitoring, choose operations setup on the left, and Service level reporting on the right.
there you can activate service level reporting, and customize your report.
If you need more help, let me know.
Regards
Geert

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If i make face time call using wifi ,will my sim or service provider charge me for that call?

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How do I set up my iPhone 4s so siri will dial calls for me, find places and addresses for me, etc.?

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You'll have to do a factory restore if you forgot (or don't know) the restrictions passcode.

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

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* Service Level for CSQ for Dialer Calls - UCCX *