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]

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G.

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You should create a proof script, and tell us what you found out.
Here's an example:
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Is there any report for service level agreement monitoring?

Regards,
Lament

Hello
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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.
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Best regards
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UCCX 7: Report on agent service level

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