happyhammer

i've searched archives but still can't fully work this out. VDN service level and skill service level = 20 secs. Problem: not getting 100% service level.

VDN shows 28 calls offered,27 acd answered, 1 abandoned.
step 11 of vdn is the queue to skill 1, this shows 27 ACDcalls, 1 flow in, 1 flow out.
So how many calls did this skill 1 receive? is it 28? (27acd+1 flow in)

Since 1 flow in and 1 flow out, could it be that there was a RONA(which queues back to this skill at high priority after 3 rings) so that even though the call was still answered with 20 secs, it still affects the service level ie how does a RONA affect the stats?

Is there a way to find out where the flow in/outs occurred?

thanks,

hammer
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vdn report


AVG AVG AVG CALLS % IN
CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
DAY OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL

7/14/05 28 27 0:20 1 0:07 3:13 0 0 0 57


skill report

AVG AVG AVG TOTAL TOTAL % IN
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
DAY CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

7/14/05 27 0:05 0 0:00 3:11 43:52 1 1 1131:58 1.9 96




01 wait-time 0 secs hearing ringback
02 goto vector 99 if staffed-agents in skill 99 > 0
03 goto vector 98 if holiday in table 1
04 goto vector 98 if time-of-day is fri 17:30 to mon 08:30
05 goto vector 98 if time-of-day is all 17:30 to all 08:30
06 collect 1 digits after announcement 41272 for none
07 announcement 41265
08 goto step 11 if digits = 1
09 route-to number 41463 with cov y if digit = 3 ###dial extn directly
10 route-to number 30485 with cov y if digit = 2 ### goes to another PBX
11 queue-to skill 1 pri m
12 announcement 41266
13 wait-time 50 secs hearing music
14 collect 1 digits after announcement 41267 for none
15 route-to number 41231 with cov y if digit = 1
16 wait-time 20 secs hearing music
17 goto step 14 if unconditionally
18 stop