Threshold class

[nickwj]

Hi, I have an application where the welcome message has been increased by 15 seconds, so I have increased the Service level thershold from 30 seconds to 60 seconds just to be on the safe side. As far as I am aware this is the time in seconds calls have to answered once the call has hit the CDN. Any calls not answered within 60 secs is classed as "Answered After Threshold" in HR.

When I run a HR Application perormance report there is now an increase in calls being answered after the threshold and giving a bad service level, but when I check the Application Delay Before Answer HR I can see that calls are being asnwered within the threshold but the Application report is stating otherwise. I have not changed anything else and the %Service level is set to 5.

Any help would be most appreciated.

Many thanks Nick.

 

[effort1584]

Application timers start when the call reaches the application, not the CDN in AACC and CC7. In earlier version your statement is more accurate, though technically it is when the call reaches the master script.

So if you have CC7 or AACC you could simply put the greeting in the master script and then execute the actual application. This would ensure you are not counting the greeting time in the application service level.

Did you also look at the Application Delay Before Abandon. Service level is a function of both calls answered and calls abandoned before the threshold. The formula for that report is below:
[{(CallsAnswered + CallsAbandoned) – (CallsAnsweredAftThreshold + CallsAbandonedAftThreshold)} / (CallsAnswered + CallsAbandoned)] x 100

You appear to have looked at a pretty small window of data so the validity is a bit suspect.

If the numbers still appear to be off (using several days of data, not any one day) I would double check the recording to ensure there is nothing that is scaring people off (dead-air, improper identification of hours, etc.).