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!

  • Congratulations strongm 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

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.

Part and Inventory Search

Sponsor

Back
Top