I do monthly reports on calls answered in 20sec.
These are run via the Historical reporting tool.
If you look at the reports in Oct08 service level is set to 20 and from Nov 08 is set to 5 sec!
I do not know where or how to change it.
The error originated around the same time as the new IPCCX server was installed so it looks like a default setting on the new server.
Please advise, it needs to be right this month.