SLA per period. Example, per day, per hour.

[dbenders]

Will be great to have a SLA Distribution report.

I need to compare our SLA in a day basis, week, and month in order to take actions to improve it. Will be nice to have that also per hour.

Example:

DATE                SLA 10s     SLA 20s
2008-06-13      83%          88%
2008-06-14      87%          91%
2008-06-15      90%          93%
SUMARY            88%          90%

HOUR                SLA 10s     SLA 20s
08:00                83%          88%
09:00                90%          93%
10:00                87%          91%

[QueueMetrics]

Yes this could be interesting - anybody else interested?

[dbenders]

Hi, just to add another justification why this feature is needed:

When you are evaluating the call center, you need to know at what time of the day, you have too few agents that are causing the SLA to be low. For example, at lunch time. Other cause can be that the agent are log in late, etc.. So if you have the SLA per hour, you can focus the efort to improve the worse ours first.

Same thing can be per day of the week, example, weekends.

[shadow]

Actually, I was just asked if this could be implemented using Queuemetrics. Using the robot profile, I can get day by day per hour stats, but to get accurate numbers (not averaging percentages) I think I'd need to build something using XML-RPC. So, yeah, this would be a nice thing to have built into Queuemetrics 

[moa]

I built a php script that runs out of cron every hour. it looks at the queue_log table and calculates the past hour and past 24 hour SLA% then inserts it into it's own database.  Then I built a graphing front end that uses PHPGraphLib to display a nice graph of the SLA's for the selected search times/dates.

If this was included into QM, I would be a happy developer 

[QueueMetrics]

Cool  - we could add this as an add-on.
We could even create a SourceForge project for QM addons, so one could download them all and developement could be shared.

[kayodea]

That will be so great. There will be alot of modules for QM then. I can't wait to see that happen. One can then contribute great ideas to move QM forward.

Please make this happen faster.

[QueueMetrics]

We have asked for a shared project on SF.net: https://sourceforge.net/projects/open-qm-addons/

We'll keep you posted if it gets approved.

Update:
It has been approved. We're creating  a new forum for that.