Application or Skillset Threshold Setting 1

[LittleGremlins]

Service Level
The admin guide describes how to set the threshold for the service level as follows;

The number of seconds specified in your service level objective for this application. For example, if your service level objective is “80 percent of calls are answered within 20 seconds,” enter 20 here.

Therefore, if my service level commitment is 80% of the calls answered within 40 seconds, I would enter 40. Right?

Then, if my service level commitment is 95% of the calls answered in 20 seconds, or 90% of the calls answered in 30 seconds, how would I define these threshold?

 

[Supernn]

First it should be the other way around, 90% within 20 sec and 95% within 30 sec.

Symposium is only able to enter 1 servicelevel...

The only thing you can do is calculate it yourself in e.g Access or Excel.
I would set the Sl to 30 seconds to get an indication.

In the reporting you should create a report from the view iApplicationStat. Remember that in this application all treatments are calculated, so if you have a welcome message of 10 seconds, the actual SL will start as of 10 seconds, if the message is interruptible the SL starts anywhere between 0 and 10 seconds.
In the view you see different columns, like AbdDelay 2 until AbdDelay beyond and AnsDelay 2 until AnsDelay beyond. These represent the calls answered or abandoned.

The AbdDelay 2 column means all calls abandoned between 0 and 2 seconds, so in my example with the 10 seconds welcome message.
This means that you should calculate the SL with the calls abandoned and answered before 30 for the 95% and before 40 for the 90%.

The actual SL formula can be found in the Formula section in Symposium.
Work from there to build your custom report, by using the summage of the abandoned calls and answered calls. (we use the following formula: (Calls Answered+Abandoned)-(Calls Answered after Threshold+Abandoned after Threshold)/(Calls Answered+Abandoned).
an example here:
100 calls offered, 95 calls aswered of which 78 within Threshold and 5 Abandoned of which 2 after Threshold

(95+5)-(17-2)
(95+5)

100-15/100 = 0.85 * 100% = 85% SL

If of the Answered 95 calls 92 were answered within the next SL target and only 1 call abandonded after threshold the formula gives you the following result:
(95+5)-(3+1)
(95+5)

100-4/100 = 0.96 * 100% = 96% SL

Here you see that the first target was not made but the 2nd was.

Good luck.
Supernn