How Maximun Inbound Calls at same time stat is calculated?

[cavagnaro]

DOes any one how how this stat of CCS is calculated? The problem is that we have now installed a Genesys CTI instead of Alcatel ACD and the customer wants this stat. I don't understand why but i have to manage how to get it but if i don't understand how that value is obtained i have no idea where to start.

Thanks

[wizzy]

I believe that in the pilot statistics, there is a column that say "Number of simulatious calls" or something ( I can't remember the exact name )

[cavagnaro]

hum yes, i know how to extract them, what i want to know is which formula is applied or how is it calculated. I can't find any document with that info.

[kleva]

Hi

What is the maximum number of simultaneous calls for the day/week/month (whatever the period)?

This is not a calculation, but just a value that is given to the General report by the OXE or 4400 (stored by the PCX itself at a very low sampling period).

If you look at the General report in detail (CCS) for the Pilots, you will see that this is a very handy stat, especially in staff planning and capacity planning (also helps to see if more incoming lines are needed).

You could try to generate this stat by working with a very small sampling period (1 min) in your report and using the Maximum value of ACD calls the period you want.

Small example: Minute 1 is 5 Calls; Minute 2 is 8 Calls; Minute 3 is 3 Calls; Minute 4 is 6 Calls; Minute 5 is 7 Calls; Then the maximum number of simultaneous calls over the last 5 minutes is 8 (in Minute 2).

That is the best advice I can give if you are not getting this in the reports from the Genesys.

Cheers
KLEVA