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CMS Database Item Question - Service Level
- Thread starter bseymour
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I'd presume it'd be a function of speed of answer and CM config. The hunt group has a service level target/definition in it for BSR/advocate functions.
I don't know anything about it, but if I had to guess, I'd say CMS would math out what % of calls were answered in <Xseconds defined in the service level definition in the hunt group form.
I don't know anything about it, but if I had to guess, I'd say CMS would math out what % of calls were answered in <Xseconds defined in the service level definition in the hunt group form.
Service levels for CMS reports are setup in CMS under the call profile, for Hunt/Skill groups it's setup under the Split/Skill Call Profiles.
Check out page 44 of this document:
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius
Check out page 44 of this document:
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius
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