Threshold and Service Level Analysis

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Sep 21st, 2009
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1. Where should i find the threshold configuration for webview reports?

Is it configurable?i.e do i change the parameters or time limits.

2. How to define service level analysis for web view reports?


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The Service Level Threshold for the entire deployment is defined in System Information. Each call type can inherit this value, or define a new value for the Service Level Threshold.

You also have to define how abandoned calls affect the service level - there are three possibilities. Again, a system-wide value through System Information and the ability to override at the call type level.

You also want to consider the short calls setting (Abandon Call Wait Time) in System Information.



david.macias Tue, 09/22/2009 - 06:44
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Just to add a possible obvious note. You can find all of this within the config manager, either under "System Information", "Call Type List", or "Skill Group Explorer"



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