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Old 01-21-2015, 10:59 PM
shaikht shaikht is offline
Join Date: Feb 2010
Posts: 246
shaikht has 25 to 49 reputation pointsshaikht has 25 to 49 reputation pointsshaikht has 25 to 49 reputation points


The database items for the Split/Skill Service Level report are stored in the hsplit (intrahour interval) table.The acceptable service level is defined on the Call Center Administration: Split/Skill Call Profile window. Hence please check if it is still set for all skills.Also you can pull Split/Skill Graphical Service Level report to see if standard report is giving data.

For second question,MaxOCWTime is database item with following definition:
The maximum length of time that a call, recorded during the collection interval, waited in queue and ringing before an agent answered in this split/skill, the caller abandoned, or the call was redirected, received a busy signal, or was disconnected.
Again pull System Graphical Maximum Delay report to see if it matching with max delay for the skill.

I hope it helps.
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