Avaya NN44400-710 manual Statistics configuration Variable Definition

Statistics configuration

Variable	Definition
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, brackets appear 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]: 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, for the following formula
	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.
Save button	Click Save to save changes you make in the Formula Editor.
Close button	Click Close to exit the Formula Editor.
	To save your changes, click Save before you close the Formula Editor
	(2 of 2)

Example of creating a custom formula

You can create a formula for a service level. The formula can be up to 250 characters.

Creating a custom formula

Step Action

1In the Available Formulas box, type CallsAnswered.

2From the Statistics Group list, select Application.

3Press Enter.

4In the Formula Editor, from the Variables list, select Calls_Answered.

5On the numeric keypad, click minus sign (-).

6From the Variables list, select Calls_Answd_Aft_Threshold.

7On the numerical keypad, press the division symbol (/).

8From the Variables list, select Calls_Answered.

9Click Save.

10Click Close.

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118 NN44400-710 Contact Center Performance Management 12 November 2010