CCMA 6.0 - 60 second service level threshold 1

[Metricsman]

I'm kind of new using Nortel symposium call center. We are using CCMA 6.0. Can anyone tell me where to find the service level threshold for abandoned calls? Also, how can we see if the phone tree the customer goes through is included with that threshold or not? Most importantly, how can we modify it if needed. Our goal is to have a 60 second threshold not including the phone tree of selections. Currently, the number of abandoned calls is quite high, but I'm concerned our customers are hanging up before 60 seconds have passed and it still counts as an abandoned call.

 

[hached]

There are only two fields you can modify that will affect reports, Service Level Threshold and Short Call.

Sevvice Level Threshold obviously affects your service level. If you set this to 60 Sec then when calls hold longer then 60 sec your service level will start going down.

In regards abandoned before Threshold, you do not configure this. Your abandoned before Threshold works off the service level. If you set your service level to 60 then your abandoned before or after threshold will work off 60 seconds.

Service Level Thresholds are configured in CCMA under Configuration \ Threshold Classes. Once your Threshold Classes are configured you assign them to Skillsets and Applications. Assign thresholds to skillset via configuration \ Skillset and Application via Scripting \ Select the + sign beside your CCMS and then select Application Thresholds.

Hope this helps.