| Title: | CSGUK_SYSTEMS |
| Notice: | No restrictions on keyword creation |
| Moderator: | KERNEL::ADAMS |
| Created: | Wed Mar 01 1989 |
| Last Modified: | Thu Nov 28 1996 |
| Last Successful Update: | Fri Jun 06 1997 |
| Number of topics: | 242 |
| Total number of notes: | 1855 |
With reference to note 181.0 (Group Stats), I had a sneak preview
of the graphs last week (late friday evening) before Claire put
them on the boards.
You may note that the live call handling figure in the stats is
63.9%, but on the graphs it is 52% ????? How come ?????
Well, here's how it's done.....
Take the total number of calls >> 1299
Remove the AES calls >> 470
----
Leaves total of possible live calls >> 829
total live calls handled was >> 531
expressed as a % >> 64%
Straight forward yes ?? Now the fiddle factors
Take total number of calls >> 1299
Calculate 64% of total >> 831 < remember this
Generate some new (false totals)
Total live calls (false) 831
Live calls missed (829-531) (true) 298
Total AES calls (true) 470
----
False total 1599
Now calculate %'s for the graphs
831
---- x 100 = 51.9 % <<< figure on the graphs
1599
So, we have lost 12% of the live calls.
Bearing this in mind.... this must mean that all the previous
months graphs are not representative of the actually call
handling as well. If the average amount of live calls "lost"
through this calculation is, say, 10% then in march we were
already achieving between 38% and 40% live.
Also, which set of figures will used for JP&R purposes ??
Dave
PS: I believe that it is impossible to present the data for
call handling on a single graph. Two graphs are required,
one to indicate the REAL live call handling and one with
the following criteria
a) "Calls < 1hr"
b) "Calls between 1 & 3hrs"
c) "Calls > 4hrs
d) "Calls > 24 hrs
| T.R | Title | User | Personal Name | Date | Lines |
|---|---|---|---|---|---|
| 183.1 | Live(?) Call Handling | KERNEL::CLARK | STRUGGLING AGAINST GRAVITY... | Tue Jul 19 1994 15:25 | 19 |
When is a live call not a "live call"?
Only in the last few months has it become apparent that there are
different perceptions of "live call handling".
To take a call live, and then shelve it for analysis at a later
time should not be confused with the process of taking a live call,
analysing on the fly, and then completing the call in an
uninterrupted(*) flow.
For years, we have striven/strived/strove to achieve the latter
with diminishing resources, only to discover that nobody was really
sure what we were aiming at!
It would appear that "Live Call Handling" is a CSC goal. I think
that given the scale of the misconceptions over the last few years,
it's a good time to define some terms and to re-evaluate expectations.
(*)what does "un-interrupted" mean?
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