I have a question about how to accuratly get Service Level from a call type. I want my service level to be 30 seconds. In my ICM script I have a main call type that tracks every call coming in.
I Have 3 call types that track options. Opt1 leave a voicemail, Op2 self help, Opt3 agent.
Would I change the Main call type to 30 seconds or would I change the Opt3 call type or both. I think I would set the Opt3 call type but the consultant that designed the script and call flow for the company I work for set it on the Main call type.
Thanks in Advance.
You want to set this on the final call type set before the script that does the "Queue to Skill Group". That seems like Opt3.
All calls coming in on the Main call type will change call type - to Op1, Opt2 or Opt3. You will normally see (say) 100 calls offered and 100 calls in "flow out" or Overflow Out in a WebView report on the Main call type. You won't get abandoned counts or ASA on this call type - it's not the final call type.
The other call types give "peg counts" - the final call type in the queuing script in IPCC gives you ASA, abandoned and service level.