I'm trying to modify M & N factor for abandoned calls (totNAbanWait).
2 questions :
1- when I have modified M&N threshold for a particular topic, my reports still use the global parameters. Any idea why ?
2- I have modified the global parameters for M&N and now all my new calls seem to use the good values in reporting. Is there a way to apply those new parameters to existing calls ?
Thanks for your help !