Nortel Express Call Center User Manual page 104

Frequently asked questions
Similarly, on the Meridian 1 switch, a phoneset may contain multiple DN keys.
If an agent answers a DN call, places it on hold, and makes another DN call,
both DN hold time and DN talk time are pegged for the same period.
What is the difference between ReturnedToQ and
ReturnedToQDueToTimeout?
Calls are pegged as ReturnedToQ under the following conditions:
An agent manually returns the call to the queue.
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An agent presses a key just as a call is being presented (this should only
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occur rarely).
Calls are pegged as ReturnedToQDueToTimeout if they are not answered within
a period of time specified in the agent's call presentation class.
What is the difference between service level threshold for an
application and service level threshold for a skillset?
In the application statistics, wait time for calls abandoned and answered is
calculated from the time the call is handed off by the Master script to a primary
application. As a result, it includes the time required for the caller to navigate
menus and listen to recorded announcements. When you calculate the service
level for an application threshold class, you must allow for this time.
In the skillset statistics, wait time for calls abandoned and answered is calculated
from the time the call is queued to the skillset. It does not include the time
required for the caller to navigate menus and listen to recorded announcements.
Why is my service level 0%?
If no calls are answered or abandoned during an interval, the service level is 0%
(that is, zero calls are answered within the service level threshold).
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Standard 2.0
Symposium Express Call Center