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Statistics configuration
118 NN44400-710 Contact Center Performance Management 12 November 2010
Example of creating a custom formula
You can create a formula for a service level. The formula can be up to 250 characters.
Creating a custom formula
Step Action
1 In the Available Formulas box, type CallsAnswered.
2 From the Statistics Group list, select Application.
3 Press Enter.
4 In the Formula Editor, from the Variables list, select Calls_Answered.
5 On the numeric keypad, click minus sign (-).
6 From the Variables list, select Calls_Answd_Aft_Threshold.
7 On the numerical keypad, press the division symbol (/).
8 From the Variables list, select Calls_Answered.
9 Click Save.
10 Click Close.
--End--
Max and Min buttons Use the Max and Min buttons to use the higher of two values (Max), or
the lower of two values (Min) in your formula.
When you click Max or Min, brackets appear in the Formula box. In these
brackets, add the two values to compare, separated by a comma.
The format must be as follows: Max[a,b]: a can be one variable, or two
variables separated by an operator, and b can be one variable, or two
variables separated by an operator.
For example, for the following formula
Max[Agent_Available+Agent_Not_Ready,
Agent_In_Service+Agent_On_This_Skillset_Call], the system
calculates the values for Agent_Available+Agent_Not_Ready and for
Agent_In_Service+Agent_On_This_Skillset_Call, and uses the higher
of the two values in the formula. If you use Min in this example, the
system calculates the lower of the two values.
Save button Click Save to save changes you make in the Formula Editor.
Close button Click Close to exit the Formula Editor.
To save your changes, click Save before you close the Formula Editor
Variable Definition
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