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ICM SL calculation

ICM SL calculation

ICM SL calculation

(OP)
Dears
we are using icm 7.1.4 we are trying to get SL report with the following parameter(sl threshold 60 sec,abandoned wait time 60 sl type(abandoned calls have positive impact),answer short call threshold for PG vru=0.

we need to exactly how th system treats calls:

1- if customer hang up in 50 sec in q

2- if the customer wait more than 60 sec and get served

3- if the customer get served after connect to an agent and take 90 sec

regards

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