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Can anyone give me a brief overview of how to read the graph on this report? It shows the stats at the top of the page and then there is this graph that has Number of Calls at the top and Delay Intervals at the bottom. Is there an easy way to interpret the graph so I can easily compute the...

Erwin, That sounds like a really good idea. I will see if I can set that up and do the comparisons in the rtd windows. I am somewhat limited here but if it can work; that would give me some good info...I have been getting much closer numbers for SL in both the Application report and the Skill...

Hello Erwin, The average answer delay is around 50 seconds for this application. I did get a technician in yesterday and we went through the scripts. The only thing we found was about a 5-10 second delay for the announcements for "spanish" or "english". So I did go in and change the...

Pdulfo, Thanks for the feedback. I have actually gone in and listened to the announcements and timed them. My only problem is that the IT folks tell me that the "bulk" of the recordings reside in the IVR and do not start "pegging" in symposium until the actual "skill set" is selected? I am...

Sandyml, Will do, thanks for the info! Cybercamp

Thanks Erwin, I did have a look at the Master Script and I "looked" for time in the recordings that could be eating up my SL speeds but I have been told that the script that takes the most time on the the IVR and do not apply against the starting clock in symposium. I am looking into it...

Thanks sandyml! We do have a recording first for some various choices, but I am told that most of them are part of the IVR recording "before" it goes into Symposium. After it goes to Symposium the only other recording we have is for "Spanish" or "English" and these only take a few seconds. I...

Hello, I am sort of new with Symposium (Express) but I am trying to learn as fast as I can. Can anyone help me with the following: I am trying to get accurate reports on our Service Level and right now I am confused as to what our service level really is. The SL is set for pegging at 20...