Statistics Plugin

Requirements

 

​Configuration

The following settings can be added in the Settings list on your SharePoint Config Site, Learn More

  • ​ServiceLevelFormula

  • ​QuickDropThresholdSeconds

  • ServiceLevelThreshold1InSeconds

  • ServiceLevelThreshold2InSeconds

Additionally, the Setting "ShowOnWallboard" in the Skills list controls if the Statistics for a specific Skill are shown, Learn More

  • ShowOnWallboard: When set to true, advanced statistics for this Skill will be shown. When set to false, advanced statistics for this Skill will be hidden.

 

ServiceLevelThreshold1InSeconds (default: 20)

If a Dialogue is answered in less than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the first ServiceLevelAgreement segment.

 

ServiceLevelThreshold2InSeconds (default: 120)

If a Dialogue is answered in less than ServiceLevelThreshold2InSeconds but more or equal than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the second ServiceLevelAgreement segment.

For the best results, the following relationship should hold: ServiceLevelThreshold1InSeconds < ServiceLevelThreshold2InSeconds

 

QuickDropThresholdSeconds (default: 5)

If a Dialogue is dropped by the Customer in less than QuickDropThresholdSeconds the call is considered to be QuickDropped. QuickDropped calls can be ignored in the calculation of the ServiceLevelAgreement.

 

ServiceLevelFormula (default: AcceptedSla1 / (Accepted + (Missed - QuickDropped))

The Formula used to calculate the ServiceLevelPercentage.

The following columns are supported:

Setting

Description

Accepted

All Accepted

AcceptedSLA1

All Accepted within [ServiceLevelThreshold1InSeconds]

AcceptedSLA2

All Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]

AcceptedSLA3

All Accepted after [ServiceLevelThreshold2InSeconds]

Missed

All Missed Today after [QuickDropThresholdSeconds]

QuickDropped

All Missed Today before [QuickDropThresholdSeconds]

InboundAccepted

Inbound Accepted

InboundAcceptedSLA1

Inbound Accepted within [ServiceLevelThreshold1InSeconds]

InboundAcceptedSLA2

Inbound Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]

InboundAcceptedSLA3

Inbound Accepted after [ServiceLevelThreshold2InSeconds]

InboundMissed

All Missed Today after [QuickDropThresholdSeconds]

InboundQuickDropped

All Missed Today before [QuickDropThresholdSeconds]

OutboundAccepted

Outbound Accepted

OutboundAcceptedSLA1

Outbound Accepted within [ServiceLevelThreshold1InSeconds]

OutboundAcceptedSLA2

Outbound Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]

OutboundAcceptedSLA3

Outbound Accepted after [ServiceLevelThreshold2InSeconds]

OutboundMissed

Outbound Missed Today after [QuickDropThresholdSeconds]

OutboundQuickDropped

Outbound Missed Today before [QuickDropThresholdSeconds]

DirectAccepted

Direct Accepted

DirectAcceptedSLA1

Direct Accepted within [ServiceLevelThreshold1InSeconds]

DirectAcceptedSLA2

Direct Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]

DirectAcceptedSLA3

Direct Accepted after [ServiceLevelThreshold2InSeconds]

DirectMissed

Direct Missed Today after [QuickDropThresholdSeconds]

DirectQuickDropped

Direct Missed Today before [QuickDropThresholdSeconds]