What exactly is the "service level" that is shown in the Historical Repts.

[bvanbenschoten]

Running IPCC express 3.1(2) SR3, ICD queue and agents

When I run reports using the Historical Reporting it tells me things like 85% of the calls met the service level.

What exactly is the service level and how can it be changed. Is it a script variable or something set in the /appadmin web interface.

Is there any docuemntation that discusses it?

Thanks!

[jfagan]

The ACD reporting guide and the Supervisor guide has a lot of information regarding Service Levels.

The following is a great explanation from the reporting guide:

The service level threshold is the number of seconds you set as a goal for connecting a call with an agent. When you set up a peripheral, you can specify a default service level threshold for all services associated with that peripheral. When you set up each service, you can choose to either use the default threshold set for the peripheral or specify a threshold for the service itself in the Service Level Threshold field. If you do not specify a service level threshold for an individual service, the default threshold you specified for the peripheral is used. Typically, you should set these values to match the service level thresholds being used by the peripheral itself.