Does announcment playing count against service level

[mickaloha]

I am wondering if the announcement playing is figured into time it takes to answer a call and how it affects the service level. Example would be I want a service level of 30 seconds. If the announcement plays for 10 seconds, do I need to make the service level 40 seconds if I want a 30 second response time? I am using CMS version 12 to do reports.

 

[Coineandude]

what kind of report are you pulling?
when do you actually queue the call?
we play mandatory monitoring/qa statements and greetings before we queue a call so a split skill report would not need to account for any message play time.

if you are tracking via a vector or vdn report, you would need to account for the message play time.

 

[mwarren]

It depends on if you are looking at skill or VDN reports.

Skill reports start recording data from the queue to skill command in the vector.

VDN reports start collecting data from when the ACD has picked up the call for that VDN.

We use a combination of skill and VDN reporting. When we use VDN reports we have to take into account the amount of time our forced messages take to play before we queue the call to a skill to accurately work out our service levels.

 

[mickaloha]

Thank you mwarren. We have it set up to be a 30 seocnd service level. Is there a way to measure just the service level or is that through the vdn report? My people need to know if they should adjust the service level to account for the announcment. I told them if shouldn't matter since I am not sure we can even report against the service level directly. So if you know if you can measure against the service level and which report that is , please let me know.

 

[mwarren]

You can build a custom report in CMS to get your S/L

With VDN Call Profile you can make the 1st period the amount of seconds it takes before the call has been queued and work out your service level from there.