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.

Similar Messages

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 |
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"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 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.

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

UCCX 7: Report on agent service level

Hi all,
Typically we would measure the service level based on a CSQ. Would it be possible to measure it on the agent level? For example, the number of calls answered before/after service level by the agent. I guessing the CCD table would be capturing this.
Any ideas? Thanks!
-JT-

Calculating SL is something that you calculate at the "Group Level". The reason you do not calculate at the Agent Level is because an agent in the group has no control over which call in queue they are going to end up answering. The queue is typically a FIFO queue. An agent is typically going through a cycle of:
1)     being in Ready State
2)     ACD sending them the next call
3)     finishing the call and going into Work State
4)     go back to Ready State
Since the agent has no control over which customers they end up talking to, then appraising an Agent is done with other metrics such as Average Talk Time, Average Work Time, Time in productive states (such as Ready and Talking on a call), correct phone usuage etc.
I hope that this helps.
Ron Reif
SMSI
[email protected]

Set notifications when the time defined in Service Level SLA is exceeded

Hello everyone,
I am looking for ways how to in OSM set a time - service level (*SLA*) for each function of the orchestration.
If time is exceeded for each function, Make a notification to an external system.
You can do things like this at Order and Task Levels, but I do not know how to do this at the level of each function.
Does anyone know how I could solve this issue.
Best Regards,
David Alejandro Leon H.

Hi David,
you have the option of defining a jeopardy on the order based on the expected process duration, which is an attribute of each process.
Go to Order editor, jeopardy tab, conditions and check the third checkbox and leave the first radio button below. Then you would set the desired duration on the process executing your component. You could also link an automator to the notification and do whatever you want.
Now the problem is the Design studio does not let you set the expected duration for a process through the process editor nistead it populates 86400 seconds every time, but if you open the file in the Package Explorer view, you should be able to modify this by editing the file (haven't tested it though), but I believe it should deploy and once it is in the DB model, it should work since this is old 6.3 functionality. Try it andd let me know!
I believe you could even create an SR for the fact the DS does not alloow to set the duration on a process on the grounds of missing functionality which was previously available, unless it was officially deprecated (I am not aware of that), or, unless there is a way to do this with the Studio of which I am not aware.
If this does not work for whatever reason the only way I can think of is declaring the jeopardy notification on the Order and linking a custom rule created for the purpose which would need to be a sql based rule where the PL / SQL would evaluate the duration of the process executing your function. Would be a bit of coding, but I believe you could make it work.
Viktor

SCSM 2012 Relationship between Incident and Service Level Instance Time Information

Hi,
I am using a runbook similar to
this one, but am getting many different Incident relationships.
For testing, I want to initiate the runbook not with a Monitor Object looking at the Service Level Instance Time Information class, but manually with an Initialize Data action.
Can someone advise how to do this? What 'GUID' does the Monitor Object look at and pass on to the runbook?
Or perhaps a powershell snippet that shows how the relationship works...
Thanks,
Joe.

Try this:
SELECT dbo.MTV_System$SLA$Instance$TimeInformation.BaseManagedEntityId, dbo.MTV_System$SLA$Instance$TimeInformation.DisplayName,
dbo.MTV_System$SLA$Instance$TimeInformation.StartDate_6F33A83B_41D9_A782_379E_A75CA15145F3,
dbo.MTV_System$SLA$Instance$TimeInformation.Id_1C7A525A_E7EC_59B9_6FF3_CFCECA1A64A0,
dbo.MTV_System$SLA$Instance$TimeInformation.IsCancelled_16DDBB6C_0E00_ACAD_4F04_D134E61AF82B,
dbo.MTV_System$SLA$Instance$TimeInformation.TargetWarningDate_B98D2C5F_CBA2_8DB9_CA33_E0F808A9801E,
dbo.DisplayStringView.DisplayName AS SLAstatus, dbo.MTV_System$WorkItem$Incident.Id_9A505725_E2F2_447F_271B_9B9F4F0D190C,
dbo.MTV_System$WorkItem$Incident.Title_9691DD10_7211_C835_E3E7_6B38AF8B8104 AS IncidentTile
FROM dbo.MTV_System$SLA$Instance$TimeInformation INNER JOIN
dbo.RelationshipView ON dbo.MTV_System$SLA$Instance$TimeInformation.BaseManagedEntityId = dbo.RelationshipView.TargetEntityId INNER JOIN
dbo.MTV_System$WorkItem$Incident ON dbo.RelationshipView.SourceEntityId = dbo.MTV_System$WorkItem$Incident.BaseManagedEntityId INNER JOIN
dbo.DisplayStringView ON
dbo.MTV_System$SLA$Instance$TimeInformation.Status_F632EA19_0367_CC81_BCB5_5E0387B1B5E3 = dbo.DisplayStringView.MPElementId
WHERE (dbo.RelationshipView.IsDeleted = 0) AND (dbo.RelationshipView.RelationshipTypeId = 'ba08f9bb-85c7-20d8-05e3-0035938cddd5') AND
(dbo.DisplayStringView.LanguageCode = 'ENU')
Cheers,
Marat
Site: www.scutils.com
Twitter: LinkedIn:
Graveyard:

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

Auto.Reorder point calculation based on service level-calculation incorrect

Hi
I have gone through all the postings pertaining to this topic.Still I am not getting the calculation steps despite of using the same proposed in many of the threads.
My calculation and system calculation as follows:
Service level maintain in MRP2 view was 99.8, so R factor must be 4.00 as per the chart given in sap help.
Planned delivery was 10 days. Material is externally procured. No GR processing time. Schedule margin key was also 000.
Forecast was executed for next 3 months based on past history of 12 months. (Moving average method).
Forecast values for 03.2010 = 140, 04.2010 = 140, 05.2010 = 140.
MAD calculated by system and shown while executing forecast in material master was 48. Safety stock calculated by system was 108 and re-order point was 157.
Since lead time is shorter than forecast period, SS = RWMAD = 4(10/31)48 = 61.94
W = Lead time in days/Forecast period in days.
LTC (Lead time consumption) = 140*10/31 = 45.16
ROP = SS + LTC (lead time consumption) = 61.94 + 45.16 = 107.
Where as system proposal was 157.
Kindly throw some light where is the problem.
Thanks in advance.

Hi
It would be grateful if somebody throws light on the above scenario.

Setting up Service Level in Advanced Pricing

Hi
I would like to know how to set up service items and service levels in OM and use QP to price service levels. Is there a white paper which provides examples.
Thanks
Karthik

By service items/service levels, I assume you refer to things like 1-yr extended warranty, 2-yr extended warranty etc. If so, the answer is No. You can setup independent standard service items for each service level, and then use the GET_CUSTOM_PRICE utility to price these. We have used these in a CTO environment, where they are included in the BOM for the ATO model, and we use a custom pricing engine to derive the service price as a fixed % of the system (configuration) price.

Service level tracking items are not deleted

hi,
every time i add a new service level tracking, after that when I delete it, it is deleted from the service level tracking items. but it resides as available items when i want to run a SLA report.
i have already removed 'Test-Remove' from service level tracking in 'Authoring' tab but it still exist as available items to run a report as above picture.
do i have to remove it manually from sql server? any help is appreciated

Hi,
I checked on my lab, and I have the same result as yours. When I newed a service level tracking, I then go to the Operation DB to query below table
[OperationsManager].[dbo].[ServiceLevelObjective]
And found the object created, and then I delete the service level tracking on the operation manager console, and recheck the table again, the object is removed there also.
After that, I run service level tracking summary report, I can see the deleted service level tracking there.
It is hard to explain, but I think maybe there are temp files keep this information.
I would like to suggest you wait for some days and then recheck it.
Regards, Yan Li

Service level agreement application

we are considering investing in a service level agreement application through which we can better monitor and deliver more consistent, and predictable performance levels to our Oracle end users
there are few applications that can do the job, including mercury, bmc, infovista.
for the mercury solution there is a good online webinar coming up
https://placeware.viewcentral.com/events/cust/single_event.asp?cid=mercint&pid=2&payment_type=USD&cbClass=16&signupkey=V-SLM
has anyone used any of these applications for service level monitoring, and can share some thoughts on the selection process?
thanks,
Joe

HI
the BMC's Patrol is very goob monitoring, this work over OS, Oracle and more databases
Check the BMC DBA tools, i don't remember the name, but yu can check it in
http://www.bmc.com
cheers
Mario

Service level agreement

what is meant by service level agreement in sap... i searched a lot but couldn't understand that...can any one explain clearly about this service level agreement..

Hi,
Service Level Agreements (SLAs), you work with customers to stipulate the form that the performance of a guaranteed service takes.
The SLAs define the attributes (such as content, scope and means) for the service products (for example, maintenance, Hotline) agreed on with the customer in the service contract. Different parameters, such as response time or availability time, confirm a SLA.
Examples of parameters within a SLA:
·         Response time (technician on site within a specified time)
·         Operating time/availability time (working time of the service or support center)
·         Downtime (maximum number of breakdowns per year)
·         Availability (assured system availability in %)
·         Solution time (maximum period of time allowed for the solution of a problems

Can I include the time of a message as well as the date in my In Box ?

Can I include the time of a message as well as the date in my In Box ?

Firefox doesn't do email, it's strictly a web browser.
If you are using Firefox to access your mail, you are using "web-mail". You need to seek support from your service provider or a forum for that service.
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[http://www.mozillamessaging.com/en-US/support/] <br />
or this one <br />
[http://forums.mozillazine.org/viewforum.php?f=39]

Service levels in UCCX- include IVR time?

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