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Predefined Content Guide › Business Logic Modules › Service Desk Management Business Logic Modules › Call Center Module

Call Center Module

The data arrives from the event source already aggregated in the form of summaries defined by the field names. The module allows to turn the summaries into percentages by dividing the specific requested summary (e.g. the number of calls dropped) by the total number of calls.

All the formulas that calculate the percentage of calls perform the same type of calculation. However, they use the appropriate summary for the calculation being performed by selecting the appropriate field from the event.

Events that have a timestamp that is out of the timeslot are ignored.

For calculating the Calls Answered Within X Seconds functionality, the module uses a dynamic system based on three pairs of fields: a field that contains the size of the bucket or seconds count, and a field that contains the result or summary for that count. This way, the number of seconds is not part of the field name and any seconds count can be handled. To use this dynamic system, two parameters are used, one to turn this functionality on and another that tells the metric which bucket to use. The metric then looks for a bucket of the specified size and uses the call count in the corresponding field (e.g. if the bucket was found in the AnsweredWithinXSeconds_Limit2 field, then the AnsweredWithinXSeconds_Count2 field is used for the value). The functionality assumes that there is always one and only one field with the specified bucket size. If it is not found, an error occurs.

The event may have all of the buckets or only some of them occupied. Each metric requires a different bucket size, and this size must be present in the event. This means that up to three different bucket sizes may be accommodated at the same time in each event.

Module Interface

The following table lists the parameters.

Name

Description

CallType

Used by the formula to select the relevant field in the event type for the accumulations of calls. The available options are: ANSWERED, ABANDONED, ESCALATED, OVERALL, CALLSAFTER60S, ABANDBEFORE10S, ABANDBEFORE30S, ABANDBEFORE60S, ABANDAFTER60S, PERCENTESCCALLS

WhatToCalculate

Determines which formula to use for calculation. The available options are: Percent, Count, WaitingTime, ProcessingTime. See below for details.

Debug

Determines if in debug mode and if debug messages need to be sent to the log. The available options are: True or False.

RespondBucketLimit

Used by the formula to select the relevant field in the event type for the Bucket Limit. The value is numeric and should be a count of seconds.

AnsweredWithinTarget

Tells the system whether to use the AnsweredWithin logic or not. If it is set to True, the CallType parameter is ignored. The available options are: True or False.

TimeUnit

Tells the system what time unit to calculate with.

Module Dependencies

The following table lists the included modules.

Name

Description

Log Library (LL)

Library for enhanced logging functionality.

Parameter Overlay - Call Center Library (POCCL)

Library that contains parameters specific to the call center functionality.

Parameter Overlay - Basic Action Library (POBAL)

Library that contains generic parameters used by multiple libraries such as the logging parameter.

Callback Kernel Library (CKL)

Library that enables the callback functionality.

Quick Metric Filtering (QM)

Filtering module required for Quick Metric functionality

Quick Metric Mapping (QM)

Mapping module required for Quick Metric functionality.

Module Calculations (WhatToCalculate parameter)

Event Registration

All metrics that use the Call Center module are registered with the Call Center event type.