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15-18 Parameter Administration
P0724352 Standard 1.0
Min. Svc. Level %
Provides the smallest percentage of calls which must be answered or
abandoned before the average delay time is passed. When this minimum
service level percentage is reached, the Service Level % field is highlighted
on the activity screens to indicate that its performance is below
expectations. This threshold indicates an alarm condition in the Network
ACD-DN Queue Statistics Display or Nodal Control DN Queue Statistics
Display.
Note: This value is provided by the Meridian MAX using its average
delay threshold. In NAC, this field is only used for highlighting.
Calls Waiting Direct
Represents the maximum acceptable number of waiting calls from local
queues when used to indicate the alarm condition in the Network ACD-DN
Queue Statistics Display. It represents the maximum acceptable number of
waiting calls at the CDN when used in the Nodal Control DN Queue
Statistics Display.
When this number is exceeded, the Calls Waiting Dir field is highlighted on
the Network ACD-DN Queue Statistics screen to indicate that its
performance is below expectations. The Calls Wait field is highlighted on
the Nodal Control DN Queue Statistics screen.
Calls Waiting Virtual
Represents the maximum acceptable number of enhanced overflow or CCR
waiting calls. When this number is exceeded, the Calls Waiting Virtual field
is highlighted on the activity screens to indicate that its performance is
below expectations. This threshold only indicates an alarm condition in the
Network ACD-DN Queue Statistics Display.
Time-Overflow Calls Waiting
Represents the maximum number of waiting calls from time-overflow via
the day or night routing tables. This value is usually less than the value
assigned to the Calls Waiting field, since these calls have waited longer
than the calls waiting calls. When this number is exceeded, the Time
Overflow field is highlighted on the activity screens to indicate that its
performance is below expectations. This threshold only indicates an alarm
condition in the Network ACD-DN Queue Statistics Display.
November 1994
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