Symposium EXPRESS Service Level Threshold

[LWEB]

I am working on a Symposium Express 4.2 - can anyone tell me where you set up the Service Level Thresholds?

 

[Milesprower]

Service level thresholds are set in the skillset and application threshold classes. These classes can be accessed when you open real time displays.

 

[LWEB]

so if I want to get reports and real time displays showing amount or percent of calls answered within or after 90 seconds for example for one skillset - where would I set that 90 seconds?

Thanks in advance.

 

[picklemogg]

Not sure about express, but would guess it it setup the same way as a full blown SCCS.

Under skillset threshold classes- create a threshold class with a 90 second % svc lvl threshold. Using drop down select Service Level Threshold (type should be pegging, not display). Assign 90 to level 1.

Next go to your skillset you want to assign this theshold to. Within the skillset properties assign that threshold class from the drop down menu.

You should be good to go.

 

[LWEB]

Thanks to both of you - you got me through it.

lweb