Split/Skill Call Profile Setup

[fesman]

This would seem simple enough however I cannot seem to get it to work correctly.....I am trying to change the Acceptable Service Level time to 60 seconds from 20. So all calls answered within 60 seconds are acceptable and would contribute positivly to Service Level and all calls answered after would decrease it.....or am I thinking about this wrong. Anyway, it has been several days since I changed the Split/Skill Call Profile Setup to reflect Acceptable service level: 60 and it does not seem to have taken effect. What am I missing?

Thanks!

 

[SF0751]

Each VDN has it's own Acceptable Service Level, which can be modified.

Susan
^{Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain}

 

[sezwhat]

You must change it in both the Definity and CMS before it will take effect.

 

[SF0751]

True, I forgot about the CMS part.....

Call Center Administration
Split/Skill Call Profile Setup

Susan
^{Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain}

 

[marcell55]

Are you sure it saved it successfully? When you go back in to look at it, does it say that it's 60 seconds. Also, make sure that you're in the right ACD (if you have more than one) when you do this. It will have to be done for each split that you want to change.

 

[fesman]

Thanks Guys!

sezwhat, you say you have to change it both in the Definity and in CMS. What do you need to alter in the Defininty in order for this to take effect?

 

[sezwhat]

On page two of the "change hunt-group" form there is an entry for Acceptable Service Level. You'll want that to match your CMS setting.