CCM6 Script message throwing SL off

[bancorpsouthops]

I need your help. We are running CC6. A few applications with in our symposium have to have a message played on the front end of the script before passing off to the queue. This is throwing our Application Service Level off. What is the best way to handle the difference to compute SL more accurately instead of including the time used by customer to listen to recorded message? Message on front end is required.

 

[ErwinStevanus]

Try putting the message in the master script before passing the call to the primary script. This way the time the caller spend on the front end message won't be included in the application report.

 

[DancingDave]

Or you could increase your GOS threshold by the length of the message.

Erwin's is the better of the two suggestions though.

DD