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Thread: Edit Service Level with ICBM

  1. #1
    Join Date
    Aug 2017
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    Edit Service Level with ICBM

    Hello Everyone,

    I'm inquiring if anyone has a way to change the service level equation in ICBM from the default one (target answered calls / Total answered calls) to be (Target answered calls / Total offered calls) or any other formulas ? Please check this screenshot workgroup overview.png for more clarifying.

    Thanks in advance.

    Best Regards,
    Youssef Atef

  2. #2
    Join Date
    Aug 2012
    Location
    Indianapolis, IN
    Posts
    298

    Yes

    Yes there is a server parameter to change the calculation:


    StatServer_UseTotalInteractionCountForServiceLevel Calculations TRUE

    INFO:

    Stat Server calculates service in ICBM by default as Target Answered / Total Answered, with this Parameter set as True it calculates the service level in ICBM as Target Answered / Total Entered


    You must restart stat server subsystem for it to take effect.

    This is not a well documented Parameter, what version are you on? this was done via IC-137205

    Which I think was done in 2016R1 P15 ??? So I would say you need to be 2016R2 or higher for this to work

  3. #3
    Join Date
    Aug 2012
    Location
    Indianapolis, IN
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    298
    The value needs to be TRUE

    and the Parameter name has no spaces the formatting is off in my post - FYI
    Last edited by Ryan_H; December 4th, 2017 at 15:52.

  4. #4
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    I asked support and this is documented as first in 2016R2

  5. #5
    Join Date
    Aug 2017
    Posts
    10
    Hi Ryan,

    Thanks for your reply. I'm using Ver 2017R4 and I checked the reference (https://help.genesys.com/cic/desktop...rator_help.pdf) for the parameter you mention but I couldn't found it. Appreciate to share any reference you have for this parameter or where can I found IC-137205 ? also is it possible to have a service level equation in ICBM to be out of the box (ex: Target Answered / Total Offered - Target Aband) ?

    Many Thanks,
    Youssef Atef

  6. #6
    Join Date
    Aug 2012
    Location
    Indianapolis, IN
    Posts
    298
    Quote Originally Posted by Youssef.Atef View Post
    Hi Ryan,

    Thanks for your reply. I'm using Ver 2017R4 and I checked the reference (https://help.genesys.com/cic/desktop...rator_help.pdf) for the parameter you mention but I couldn't found it. Appreciate to share any reference you have for this parameter or where can I found IC-137205 ? also is it possible to have a service level equation in ICBM to be out of the box (ex: Target Answered / Total Offered - Target Aband) ?

    Many Thanks,
    Youssef Atef
    I only Know this exists because I requested it. Before I left Genesys (Interactive), there where plans to have multiple calculations in ICBM in the future.

    For details on the SCR you will need to ask support.

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