We have our CSQs set for Service Level = 20 and Service Level Percentage = 80. I understand this to mean that 80 percent of our calls should be answered within 20 seconds. With that said, shouldn't it mean that if we do indeed answer 80 percent of our calls within 20 seconds that our SLA should be 100%?
However, in all of the Historical Reports, none of them take the 80% into consideration. All of the SLA calculations are based on 100% of the calls.
How do I get an accurate report using the 80% Service Level Percentage?
Did this perhaps change in UCCX 8.5? It seems to me that after we upgraded from 7.x a couple years ago, is when we noticed our SLAs going down.