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Old 04-14-2010, 11:20 AM
ldimes4 ldimes4 is offline
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Default CMS Custom Calculation

I am a new CMS user, so please forgive me if my question is basic knowledge.

I have setup the Split/Skill Call Profile Setup so that Service Level Increments are setup as follows:

1 10
2 20
3 30
4 60
5 90

I am trying to setup a custom calculation to determine how many calls are answered within 90 seconds. Would I do ACDCALLS1+ ACDCALLS2 + ACDCALLS3 + ACDCALLS4 + ACDCALLS5 or does the value for ACDCALLS5 include everything answered prior to 90 seconds?

If I need to list out each increment that needs to be summed together, how would I put that in a custom calculation? I seem to run out of characters, and it won't accept ACDCALLS1:ACDCALLS5, stating the colon is an invalid character.

Thanks for your help!
Laura Nichols
Salt River Project
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Old 04-21-2010, 02:55 AM
bbalazs bbalazs is offline
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Default CMS custom calc

You need to create a custom calculation in Dictionary > Calculations

The calculation should be ACDCALLS1+ACDCALLS2+ACDCALLS3+ACDCALLS4+ACDCALLS5

I tired this, and was not running out of characters.
In your custom or designed report you use this calc to get the data.

ACDCALLS5 only refers to the calls between 60 and 90 seconds in your case.

Hope this helps,
Balazs
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