ACCEPTABLE value in CMS

[bbednar]

Hello,
we have a problem with understanding Service Level calculation in CMS R13.1 connected to 8300 call server. (% Within Service Level = 100 * (ACCEPTABLE / CALLSOFFERED)
) The question is - How is defined ACCEPTABLE value? That should be "The number of ACDCALLS that are answered by an agent within the predefined acceptable service level (SERVICELEVEL) as defined on the Call Center Administration -> Split/Skill Call Profile window." But in our case the ACCEPTABLE number is of about 10% higher, than manual sum of ACD calls answered within 20seconds (counted from historical report Split/Skill Call Profile Daily). Where is the difference from? In Call Center Administration -> Split/Skill Call Profile window - we have Accepatable service level 80 and Service Level increments 0to5to10to15to20to25to30to35to40to45andabove. On the 8300 is that split/skill hunt group set (displ hunt x, 2nd page)to Service Level Target (% in sec) to 80 in 20.
We are new in this. Can anybody help in understanding it?
Thanks Zbynek

 

[Tolson]

The problem you are having from your description is the value you entered under the Split/Skill Profile Setup window for acceptable service level. You have entered 80 instead of 20. This field is measured in seconds. Currently you have define that all calls are acceptable if the are answered within 80 seconds. Change it to 20 seconds and start reporting on it in the next business day.

Once you change it, it will not go back and modify previous entries.

 

[bbednar]

Thanks a lot! That's it.
Now I see here in help:
Acceptable service level
Description
This is a required entry. Enter the number of seconds that it is acceptable for an ACD call to wait before connecting to an agent. This acceptable service level must be the same as the service level administered on the Avaya
!SECONDS!
It was set to us by an Avaya person, so I expected It was right...
I'll have to inform our Call Center's supervisors and change it tonight.