Creating Statistical Day Objects
To create a Statistical Day object, choose one of the following types:
Statistical Day
To create a Statistical Day, perform the following actions:
- Go to Configuration > System > Configuration Manager.
- Click Statistical Days. The Statistical Days list displays.
- Click the New button.
- Enter the following information. For some fields, you can either enter the name of a value or click the
Browse button to select a value from a list:
- Name—The name of the Statistical Day. You must specify a value for this property, and that value must be unique
within the Configuration Database (in an enterprise environment) or within the Tenant (in a multi-tenant environment).
- Type—Select Default to create a Statistical Day that is not a Day Contract.
- Day Type—These fields identify the calendar days to which the statistical values of the Statistical Day apply.
If Date is selected, you can modify the following fields: Year, Month, Day.
If Day of Week is selected, you can modify the Day of Week field.
Note: Do not set any properties in the following section when a Statistical Day object is configured for use in a
Statistical Table of the Special Day Table type.
- Start Time—Start time of the Business Day. The value must be a positive number expressed in hours, minutes,
and seconds from 00:00:00 AM/PM.
- End Time—End time of the Business Day. The value must be a positive number expressed in hours, minutes,
and seconds from 00:00:00 AM/PM..
Warning! Do not configure a Business Day that spans midnight as a single day, because it may be misinterpreted by the
Routing Solution. If your Business Day starts on one day and ends on the next, you must configure it as two days, as follows:
The first Business Day starting at the overall start time and ending at 11:59 PM of that day; and
The second Business Day starting at starting at 00:00 AM of the next calendar day and ending at the overall end time.
Example: Assume you wish to track activity from Monday at 8:00 PM to Tuesday at 2:00 AM.
You must explicitly create two Business Days, as follows:
The first Business Day on Monday, starting at 8:00 PM and ending at 11:59 PM; and
The second Business Day on Tuesday, starting at 00:00 AM and ending at 2:00 AM.
- Min Value—A statistical value that represents the minimum expected workload for the whole day.
- Max Value—A statistical value that represents the maximum expected workload for the whole day.
This value cannot be less than the setting for Statistical Values Minimum.
- Target Value—A statistical value that represents the target workload for the whole day. The Target Value
cannot be less than the setting for the Statistical Values Minimum or greater than the setting for the Statistical Values Maximum.
This property is reserved for future use.
- Interval Length (Min)—The Statistical Interval in minutes. This parameter is used to break up the Statistical Day
into smaller time slots that allow a model for load distribution throughout the day. This value must be a multiple of 5. Once you set the
value, you cannot change it.
- Tenant—In a multi-tenant environment, the Tenant to which this object
belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
- State Enabled—If selected, indicates that the object is in regular
operating condition and can be used without any restrictions.
- Intervals tab, specify the statistical intervals. Refer to Statistical Intervals
for more information.
- Click the Save button.
Day Contract
To create a Day Contract, perform the following actions:
- Go to Configuration > System > Configuration Manager.
- Click Statistical Days. The Statistical Days list displays.
- Click the New button.
- Enter the following information. For some fields, you can either enter the name of a value or click the
Browse button to select a value from a list:
- Name—The name of the Statistical Day. You must specify a value for this property, and that value must be unique
within the Configuration Database (in an enterprise environment) or within the Tenant (in a multi-tenant environment).
- Type—Select Day Contract to create a Statistical Day that is a Day Contract.
- Day Type—These fields identify the calendar days to which the statistical values of the Statistical Day apply.
If Date is selected, you can modify the following fields: Year, Month, Day.
If Day of Week is selected, you can modify the Day of Week field.
- Start Time—Start time of the Business Day. The value must be a positive number expressed in hours, minutes,
and seconds from 00:00:00 AM/PM.
- End Time—End time of the Business Day. The value must be a positive number expressed in hours, minutes,
and seconds from 00:00:00 AM/PM.
- Interval Length (Min)—A list of statistical intervals.
- Forecast Allowance (%)—The percentage of the forecasted volume of routed interactions for this Volume Period that can
be over- or underestimated without incurring a penalty. This allowance applies throughout the whole day, including intervals. The value must be a positive value.
- Under Forecast Allowance (%)—The percentage of the forecasted volume of routed interactions for this Volume Period that must be exceeded
to avoid a penalty for forecasting too high.
- Over Forecast Allowance (%)—The percentage of the forecasted volume of routed interactions for this Volume Period that cannot be exceeded
to avoid a penalty for forecasting too low.
- Flat Rate—If selected, the Flat Rate to be applied during this Volume Period.
- In the Volume Period tab, click the Add button. In the pop-up window, enter the following information:
- Volume Period—The interval number. The first interval is numbered 1 and is always counted from the start time of
the Business Day.
- Forecasted Volume—The volume of interactions expected within the time period.
- Base Rate—The total cost of all interactions expected within the time period.
- Penalty For Interaction For Over Forecast—The additional cost, per interaction, for exceeding the forecasted
interaction volume beyond that allowed by the Forecast Allowance Penalty. In effect, this is a penalty for forecasting too low.
- Penalty For Interaction For Under Forecast—The additional cost, per interaction, for not achieving the forecasted
interaction volume beyond that allowed by the Forecast Allowance Penalty. In effect, this is a penalty for forecasting too high.
Note: Refer to the Universal Routing Routing Applications Configuration Guide for more information.
- Click the Save button.