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Thanks, captaingadget. If the previous day service level threshold of an application was set at 20, how would I change the threshold so that I can view service level at 30 or 40 for that same day? I'm new at running reports and any help is greatly appreciated.

Could anyone please tell me how I can configure Symposium to achieve 80% of calls answered w/in 20 secs and what standard report would show the results? And how would I compute that 80% of calls were answered in 20 seconds? Thanks everyone for your help.

I thought it would, but the report shows otherwise. Why is this? Thanks for the help.

thanks for your replies....our company will be upgrading to CC6.

just had Not Ready Reason Code turned on, but I was told stats would only show on reports and not on the Real time Display. Is it possible to show type of Not Ready Reason Code, the length of time, persons applying Not Ready Reason Code in real time display? We have SCC Server Verrsion 4.00...

Thanks for the tip, pickemogg.

thanks to everyone for their input. You've been very helpful. We're going to announce EWT once and in 5, 10 and 15 intervals.

we're implementing estimated wait time announcer and wondering at what intervals should ETW be set. Where should I begin?