Filter
Top Products
NN44400-710 Contact Center Performance Management 12 November 2010 117
Statistics configuration
Variable definitions
Variable Definition
Available Formulas Type a name for the custom formula.
To edit an existing formula, double-click the formula name in the
Available Formulas column. The Formula Editor appears, listing the
Formula components.
Statistics Group Select the statistic group for the formula. Statistics groups are sets of
related statistics defined in the database, such as agent statistics or
skillset statistics.
Formula Name The name of the formula you enter in the Available Formulas box in the
Formulas window appears in the Formula Name box. You can change
formula name in the Formula Editor. Click Save to save your changes.
Comment Type additional information about your custom formula. Click Save to
save your comments.
Formula The variables and mathematical operators that you choose for your
custom formula. You can add new variables and operators, or edit the
existing ones. Click Save to save your changes.
Variables The existing statistics fields that you can combine to create custom
formulas. After you create a formula, you can apply it to your private
Real-Time Reporting displays to control the type of data that you see.
From the Variables list, select the variables to add to your custom
formula. After you select a variable, you must choose a mathematical
operator (/, *, -, or +) before you can select another variable, or before
you can enter a numeric value.
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.
Numeric keypad
buttons
Add mathematical operators and numeric values to your custom
formulas.
• Back Space: Removes the last item that you enter in your formula.
To remove more items, you must click C to clear the entire formula.
•C: Clears the entire formula from the Formula box.
•/: Divides the variables in the formula.
•*: Multiplies the variables in the formula.
•-: Subtracts the variables in the formula.
•+: Adds the variables in the formula.
•,: Separates the Max and Min variables in the formula.
After each variable, you must select a mathematical operator before you
select another variable.
(1 of 2)