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Statistics configuration
116 NN44400-710 Contact Center Performance Management 12 November 2010
Creating custom formulas
Use the Formulas window to create custom real-time statistics fields by combining
existing statistics fields with mathematical operators. You can then save these custom
statistics fields as formulas and use the formulas in your private Real-Time Reporting
displays. For example, you can create a custom formula to calculate the service level.
Procedure steps
Step Action
1 Log on to the Configuration component.
2 In the left pane, click the server on which to create the formula.
3 Select the Formulas folder.
4 In the right pane, in Available Formulas box, type the name of the new formula.
5 From the Statistics Group list, select the statistics group that contains the statistics
field to include in your formula.
6 Press Enter to display the Formula Editor.
7 In the Comment box, type information about the formula (optional).
8 From the Variables list, select the variable to use in the formula.
The variable appears in the Formula box. When you select a variable, it appears in the
Formula box with a percent symbol (%) preceding it. The percent symbol identifies it as
a variable; it is not a mathematical operator.
9 On the numeric keypad, press a number to apply to the formula.
10 After you select a mathematical operator, you can select another variable to add to the
formula.
11 To use the higher or lower of two values in your formula, click Max or Min.
12 After you create the formula, click Save.
13 Click Close to close the Formula Editor.
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