Our call center is currently set at 90/10 for all skills and they want to change some of the skills to 80/20 and some to 90/20. I know where to change the service level in CMS - under Call Center Admin and Split Skill Call Profile Setup....I just don't know where I would change the 90 to 80 - is that part of the Service Level Increments? Any help understanding this would be greatly appreciated.
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CMS Service Levels
- Thread starter taylorjr
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10s or 20s is the threshold that needs to be set in CMS, 80% or 90% is the target that you are aiming for. The target isn't set anywhere in the CMS system.
It might need to be changed in any Workforce Management software you are using.
Sean Murphy
Call Centre Analyst
IAG New Zealand
It might need to be changed in any Workforce Management software you are using.
Sean Murphy
Call Centre Analyst
IAG New Zealand
- Thread starter
- #3
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