Create a custom formula to create custom real-time statistics fields by combining existing statistics fields with mathematical operators. You can then save these custom statistics fields as formulas and use the formulas in your private Real-Time Reporting displays.
Prerequisites
• Log on to CCMA. For more information, see Logging on to Contact Center Manager Administration (page 42).
• Open the Configuration component.
• Ensure that you are familiar with the available real-time statistics fields.
For more information, see Nortel Contact Center Performance Management (NN44400-710).
Procedure steps
Step Action
1 In the left pane, double-click the server on which to create the formula 2 Select the Formulas folder.
3 In the right pane, in the Available Formulas box, type the name of the new formula, and then press Tab.
4 From the Statistics Group list, select the statistics group that contains the statistics field to include in your formula.
5 Press Tab or Enter to display the Formula Editor.
6 In the Formula Editor, in the Comment box, type information about the formula (optional).
7 From the Variables list, select the variable to use in the formula.
The variable appears in the Formula box.
Attention: When you select a variable, it appears in the Formula box with a percent symbol (%) preceding it. The percent symbol identifies it as a variable; it is not a mathematical operator.
8 From the numeric keypad, select any numeric input to apply to the formula.
9 After you select a mathematical operator, you can select another variable to add to the formula. For example a formula for service level might be Calls Answered – Calls Answered Aft Threshold / Calls Answered. The formula can be up to 250 characters.
10 To use the higher or lower of two values in your formula, click Max or Min.
11 After you finish creating the formula, click Save.
12 Click Close to return to the Formulas window.
--End--Variable definitions
Variable Value
Available Formulas Type a name for the custom formula and then press Tab to select the Statistics Group for the formula.
To edit an existing formula, double-click the formula name in the Available Formulas column.
The Formula Editor appears, listing the Formula components.
Statistics Group Select the statistic group for the formula. Statistics groups are sets of related statistics defined in the database, such as agent statistics or skillset statistics.
After you select the statistics group, press Enter or Tab. The Formula Editor appears, in which you can create your custom formula.
Formula Name The name of the formula, as you entered it in the Available Formulas box in the Formulas window.
You can change formula name in the Formula Editor. Click Save to save your changes.
Comment Type any additional information about your custom formula. Click Save to save your comments.
Formula The variables and mathematical operators that you choose for your custom formula. You can add new variables and operators, or edit the existing ones.
Click Save to save your changes.
Variables The existing statistics fields that you can combine to create custom formulas. After you create a formula, you can apply it to your private Real-Time Reporting displays to control the type of data that you see.
From the Variables list, select the variables to add to your custom formula. After you select a variable, you must choose a mathematical operator (/, *, -, or +) before you can select another variable, or before you can enter any numeric values.
When you select a variable, it appears in the Formula box with a percent symbol (%) preceding it. The percent symbol identifies it as a variable; it is not a mathematical operator.
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Numeric keypad buttons Use these buttons to add mathematical operators and to add numeric values to your custom formulas.
Attention: After each variable, you must select a mathematical operator before you can select another variable.
• Back Space — Removes the last item that you enter in your formula. To remove more items, you must click C to clear the entire formula.
• C — Clears the entire formula from the Formula box.
• / — Divides the variables in the formula.
• * — Multiplies the variables in the formula.
• - — Subtracts the variables in the formula.
• + — Adds the variables in the formula.
• , — Separates the Max and Min variables in the formula.
Max and Min buttons Use the Max and Min buttons to use the higher of two values (Max), or the lower of two values (Min) in your formula.
When you click Max or Min, a set of brackets appears in the Formula box. In these brackets, add the two values to compare, separated by a comma.
The format must be as follows: Max[a,b], where a can be one variable, or two variables separated by an operator, and b can be one variable, or two variables separated by an operator.
For example, if you specify
Max[Agent_Available+Agent_Not_Ready,
Agent_In_Service+Agent_On_This_Skillset_Call], the system calculates the values for
Agent_Available+Agent_Not_Ready and for Agent_In_Service+Agent_On_This_Skillset_Call, and uses the higher of the two values in the formula. If you use Min in this example, the system calculates the lower of the two values.
Variable Value
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