Configuring Service Level in Symposium Client Server 4.2 1

[duh01]

Could anyone please tell me how I can configure Symposium to achieve 80% of calls answered w/in 20 secs and what standard report would show the results? And how would I compute that 80% of calls were answered in 20 seconds? Thanks everyone for your help.

 

[captaingadget]

You need to create an application threshold class and assign it to the application you want to report on. In the threshold class the service level threshold should be set to 20 seconds.

You may then run the standard application performance report for the application in question. The service level field will then show the % of calls answered within 20 seconds.

If you want to know the computation then you can look in the formula section.

 

[captaingadget]

Sorry, I have just answered for Symp 5, but I expect 4.2 to be similar.

 

[duh01]

Thanks, captaingadget. If the previous day service level threshold of an application was set at 20, how would I change the threshold so that I can view service level at 30 or 40 for that same day? I'm new at running reports and any help is greatly appreciated.

 

[captaingadget]

Sorry, but you can't actually do this because Symposium calculates and stores all the stats every 15 mins with the thresholds that are set at that point in time.

However, you can run the "delay before answer" and delay before abandon" reports and work it out manually as the results are displayed in 2 second intervals.