I have been looking at setting service levels within an integrated EIM environment, and I can't seem to make the correlation between configuring them in my workflow and reporting.
In my workflow, I setup two SL's.
1 - Total Case Activity Time - 8 hours
2 - Total Activity Time - 2 hours
I can see how to setup alarms to notify my supervisors if I am going to exceed my SL set above.
For reporting... I don't see where these service levels are tied into my reports. It looks to me like I need to set a service level manually for each report I would like to do.
I figured Service Levels were kind of like call types, in that I would run a service level report and it would return data based on emails hitting that service level, etc.
If someone has created reports based on the service levels they entered in their workflow, can you let me know what you chose?