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Understanding reports 253
Figure 8-1 Service Level percent
Setting the Service Level objective
An appropriate Service Level objective is one that
• Satisfies customers’ expectations for service
• Keeps abandonment in check (at less than five percent)
• Minimizes expenses and maximizes revenue
• Meets with the approval and support of agents, supervisors, and senior management
Voice queue Service Level objective
You set the queue Service Level objective in YourSite Explorer, YourSite, Queues (3300 ICP, 5000, or Axxess)
or YourSite=>Configuration, Queue=>Queue (SX-200 or SX-2000).
The voice statistics defaults are
• Service Level percent = 80%
• Service Level time = 20 seconds
• Short abandon threshold = 6 seconds
• Short handle threshold = 20 seconds
• Overflow is set at the telephone system switch and there is no default
• Interflow is set at the telephone system switch and there is no default
• Wrap-up time is set at the telephone system switch and we recommend you set it for 1 second