Zero Suppression

Zero suppression is used to prevent the objects from displaying on the dashboard when there is no activity for them. Certain combinations of metric values are used as criteria for the objects to become suppressed. The rules are different for different objects.

The CCAdv dashboard can simultaneously display metrics from more than one time period. When a row in this dashboard becomes suppressed, or leaves suppression, the row can display with certain cells empty. The empty cells are from the time period that is now zero-suppressed, or was zero-suppressed. In time, the row will either not display at all, or completely display.

Zero Suppression Rules

The following sections provide guidelines for using zero suppression.

Contact Group

Contact Groups can never be suppressed.

Application

For applications that reflect voice activity (CISCO services, call types and Genesys queues), if zero suppress = Yes, the following criteria must be met for the application to be hidden on the dashboard:

• calls offered = 0 and calls handled = 0

For applications that reflect multi-channel activity (Genesys interaction queues), if zero suppress = Yes, the following criteria must be met for the application to be hidden on the dashboard:

• e-mails entered = 0 and e-mails processed = 0 and Web-chats entered = 0 and Web-chats processed = 0

Agent Group

If zero suppress = Yes, and if only CISCO external systems are present, then an agent group is hidden on the dashboard when:

• calls offered = 0 and calls handled = 0 and logged on = 0

If at least one Genesys external system is present, then in addition to the above criteria:

• e-mails offered= 0 and e-mails handled= 0 and Web-chats offered = 0 and Web interactions handled = 0

Depending on your WA system configuration, logged on could be excluded from this criteria.

The Logged On criterion is included by default.

Region

For WA, if zero suppress = Yes and forecast calls offered, calls offered, and calls handled are N/A or 0, then a Region is hidden on the dashboard.

For CCAdv, if zero suppress = Yes and if only CISCO external systems are present, then a Region is hidden on the dashboard when:

• calls offered = 0 and calls handled = 0

If at least one Genesys external system is present, then in addition to the above criteria:

• e-mails entered= 0 and e-mails processed = 0 and Web-chats entered = 0 and Web-chats processed = 0

Application Group

For WA, if zero suppress = Yes and forecast calls offered, calls offered, and calls handled are null or 0, then an application group is hidden on the dashboard. For CCAdv, if zero suppress = Yes and if only CISCO external systems are present, then an application group is hidden on the dashboard when:

• calls offered = 0 and calls handled = 0

If at least one Genesys external system is present, then in addition to the above criteria:

• e-mails entered = 0 and e-mails processed = 0 and Web-chats entered = 0 and Web-chats processed = 0