We have the setup of HIPCC 7.0, CVP 3.1 and CCM 4.1 setup.
We have defined in the sytem information Service level threshold as 20 seconds and Service level type as Ignore Abandoned Calls.
And found service level of calltype and skillgroups around 70% to 80% or sometimes 60%.
Our management would like to increase the service level threshold seconds to 30. So we have changed the service threshold to 30 seconds for two call types (tick the Override System Information Default in calltype list.
After we changed this threshold we found that services of calltype and skillgroup gone down to 8%.
Any one have any idea or any clue or any suggestion.
kindly help us.