Evaluating target service level compliance

Last Updated : Sep 08, 2012 |

CMS includes database items that you can use in CMS Supervisor to evaluate how well your target service levels are met by SLM operations.

Note:

The service level used by the Communication Manager to route calls is based on a prediction of a call being answered in the target service level. The service level calculated by CMS is the actual service level being achieved.

ART reports

Supervisor provides several types of Actual Relative to Target (ART) reports that compares actual service levels to target service levels and expresses the difference on a percent basis in a graphical format.

Note:

If your service level targets are based on contractual agreements, verify that your assessment of service level performance is based on a time frame (days, weeks, months) that is appropriate for the terms of your contract.

A percent value that exceeds zero means that actual service levels exceed the target, while percent values less than zero mean that the service level is not being achieved. When actual and target service levels correspond closely, the percent difference between the two data sets that are displayed in ART reports will tend to be close to zero, which is an indication that staffing levels are consistent with call service goals.

Service level calculations

Service level calculations can also be used to evaluate service level compliance. In R12 new database items have been added to track the number of calls answered (TARGETACDCALLS), abandoned (TARGETABNS) and outflowed (TARGETOUTFLOWS) within the service level administered on the Communication Manager.

CMS uses the target service level that is administered on the Communication Manager to generate these items. The advantage to using these items is that if the target service level is changed, CMS receives the new service level value and automatically adjusts how these items are computed. These items can be included in custom reports.

Note:

The existing CMS service level calculation can be used only if the acceptable service level on CMS Split/Skill Call Profile matches the Target Service Level administered on the Communication Manager. If the target service level is modified on the Communication Manager, the CMS service level must be manually modified to match that value.