Within the CallTypeInterval Table I have been looking at the Service Level Calls field. I thought the calls that were showing as being answered within SL was a little lite. I have checked the Call Type Service Level Threshold and it is set to 20 seconds as I expected.
To give myslef some reassurance I amended the Bucket Intervals Upper Bound 1 to 20 seconds also.I've then looked at the volume of calls answered within the bucket via the AnsInterval1 field. (screenprint attached)
To my surprise the volume is AnsInterval1 is much greater that in the ServiceLevelCalls field.
My question is
1. What could be causing both fields to differ in call volumes when the thresholds are both set to 20 seconds
Any help or a point in the correct direction would be fantastic
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