Hi all,
Our customer want to customize a realtime report that showing the service level dynamically
I found TSF, but I didn't understand how it is calculated ?
Is the answered calls before threshold /All incoming calls to the topic ?
For waiting time threshold for TSF does mean the waiting time in queue for call to be distributed to the agent ? or the total time of call when it reach topic (announcement, IVR menu...etc) ? when this time will start accounting ?
Thank you in advance for the help.
Our customer want to customize a realtime report that showing the service level dynamically
I found TSF, but I didn't understand how it is calculated ?
Is the answered calls before threshold /All incoming calls to the topic ?
For waiting time threshold for TSF does mean the waiting time in queue for call to be distributed to the agent ? or the total time of call when it reach topic (announcement, IVR menu...etc) ? when this time will start accounting ?
Thank you in advance for the help.
