Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

Register Log in
  • Congratulations TouchToneTommy on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

ICM SL calculation

Status
Not open for further replies.
asim78

asim78

Technical User
Apr 1, 2008
23
SD
Dears
we are using icm 7.1.4 we are trying to get SL report with the following parameter(sl threshold 60 sec,abandoned wait time 60 sl type(abandoned calls have positive impact),answer short call threshold for PG vru=0.

we need to exactly how th system treats calls:

1- if customer hang up in 50 sec in q

2- if the customer wait more than 60 sec and get served

3- if the customer get served after connect to an agent and take 90 sec

regards
 
Status
Not open for further replies.

Similar threads

Maxwell1001
  • Locked
  • Question
Unified ICM & Avaya Communication Manager Call Handelling Issues
Replies
0
Views
57
Maxwell1001
Maxwell1001
cordas
  • Locked
  • Question
Integrate ICM with Verint recorder
Replies
0
Views
61
cordas
cordas
jcs64
  • Locked
  • Question
Disaster Recovery Programming in ICM/CVP
Replies
0
Views
49
jcs64
jcs64
KSAtechman
  • Locked
  • Question
import config from icm5.0 to ICM 7.2.7 1
Replies
2
Views
74
KSAtechman
KSAtechman
asim78
  • Locked
  • Question
ICM 7.1 scripting
Replies
5
Views
125
rosy1013
rosy1013

Part and Inventory Search

Sponsor

Back
Top