LittleGremlins
Technical User
New to SCCS.
Programmed new scripts (or applications).
Set thresholds for agent and applications.
Associated the thresholds to the agent and applications.
Both the agent and application thresholds had the pegging fields set as follows
service level = 20
short call = 10
Objectives are to have 80% of the calls answered within 30 seconds.
We do force a greeting at the Master Script that is 19 seconds long. Once the greeting is played to the caller, calls are directed to the appropriate application.
Why is our new application indicating a 0% service level:
calls offered: 156
answered: 122
avg ans delay: 00:02:02
Ans after threshold: 122
Abandoned: 30
Aban after threshold: 30
Why is this happening? What do I need to change?
Programmed new scripts (or applications).
Set thresholds for agent and applications.
Associated the thresholds to the agent and applications.
Both the agent and application thresholds had the pegging fields set as follows
service level = 20
short call = 10
Objectives are to have 80% of the calls answered within 30 seconds.
We do force a greeting at the Master Script that is 19 seconds long. Once the greeting is played to the caller, calls are directed to the appropriate application.
Why is our new application indicating a 0% service level:
calls offered: 156
answered: 122
avg ans delay: 00:02:02
Ans after threshold: 122
Abandoned: 30
Aban after threshold: 30
Why is this happening? What do I need to change?