Is it still all one threshold setting? Is there a way to set your abandoned threshold to a different value than your service level pegging threshold on this version? Our help desk wants to set their answer delay threshold to 60 seconds and their abandoned threshold to 30 sec. I was pretty sure this wasn't possible, but wanted to check. This is for historical reporting only, not RTD.
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Abandoned vs. Service level threshold in SCCS 5.0 1
- Thread starter atascoman
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I believe you mean application tresholds. If yes, there is just 1 pegging treshold used for the SVL formula definition.
So the same treshold is calculated for Calls Answered After Treshold and also for Calls Abandoned After Treshold. Nothing new here in rel.5
joy
So the same treshold is calculated for Calls Answered After Treshold and also for Calls Abandoned After Treshold. Nothing new here in rel.5
joy
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