IPCCX CRS Reporting Tool: Service Level

[Planetmaker]

I do monthly reports on calls answered in 20sec.
These are run via the Historical reporting tool.
If you look at the reports in Oct08 service level is set to 20 and from Nov 08 is set to 5 sec!
I do not know where or how to change it. Please advise, it needs to be right this month.

 

[Iwontremember]

The service level setting is located under subsystems/Contact Service Queues/ then open the queue and you will see the service level setting.

Hope this helps.

Please remember to rate helpful posts........

 

[Planetmaker]

More specifically, Subsystems>RmCm>Contact Service Queues.
Easy when you know where to look eh?
Thanks for your help Iwontremember

 

[Planetmaker]

...but the report still shows 5 seconds - would this because the report is being run on dates before the SL was changed to 20?

 

[whykap]

Changing the SL timer to 20 from 5 is not going to change everything in the past. it is forward only.

 

[Planetmaker]

I thought that if the database recorded what time every call was answered then the report would now respond accordingly. But anyway, no worries.