A Statistical Day is a numerically expressed workload that a particular Agent Group is expected to handle during a particular business day.
If you are using Cost-Based Routing, use a Day Contract. A Day Contract is a special type of Statistical Day. If you are using Cost-Based Routing, a Day Contract is a Statistical Day that also includes base rates, and penalties for processing a volume over or below the expected workload. Day Contracts apply only to Volume Rate IT Contracts. Day Contracts allow the base rate to vary to accommodate volume fluctuations that may occur on different days of the week, weekends, and exception days such as holidays. Refer to the Universal Routing Routing Application Configuration Guide for more information about Day Contracts.
Statistical Days represent the definition of a point in time, and is interpreted by the Genesys server applications that are designed with these objects and coordinate them with the actual timeline that the server is running. Depending on the behavior of the server, the definition is applied to either the local time in the server's time zone, or UTC time. The Statistical Day itself does not indicate any particular time zone.
Refer to the Universal Routing Routing Application Configuration Guide for more information about Statistical Days.
The Statistical Days list shows the Statistical Days that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.
Note: Statistical Days that are disabled appear grayed out in the list.
Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.
You can filter the contents of this list in two ways:
You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order. You can add or remove columns by clicking the Select Columns button.
To select or de-select multiple objects at once, click the Select button.
To create a new Statistical Day object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check-box beside an object and click the Edit button.
To delete one or more objects, click the check-box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.
Otherwise, click the More button to perform the following tasks:
Click on the name of a Statistical Day to view additional information about the object. You can also set options and permissions, and view dependencies.