Adjusting The Service Level Limit - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions

Adjusting the Service Level Limit

The service level is a measure of how quickly your customers' calls are
answered. The service level is the percentage of calls that were connected
to agents within a specified number of seconds (called the service level limit).
For instance, during a particular hour your agents may answer 9070 of the
CMS calls within 20 seconds.
Since the length of time between the beginning of one ring and the beginning
of the next is about 5 seconds, 20 seconds equals about four rings. The fac-
tory setting, 20 seconds, may be too long or too short for your requirements
and you may want to adjust it.
The service level limit is measured from the time a call first rings until the call
is connected to an agent. This can include answer delay time (if any), time
connected to the voice announcement unit (if any), and time on hold (if any).
You need to decide how quickly you want the majority of your calls answered.
The service level is displayed on the System Status screen and is continually
updated while CMS is managing calls. If the service level drops below an
acceptable level, it may indicate the need to activate Intraflow or to add more
agents to a split. To reset the service level limit:
1.
From the Set Options screen, press [F1 ]. (Service Level). You can now
adjust the Service Level value.
The prompt is displayed
SERVICE LEVEL: Calls should be seviced within \
n seconds. n:
The percentage of calls within the value chosen will be displayed on the
reports.
2. Enter a number 1 through 999.
Press [F8] (Enter Data).
3.
The prompt clears and the function keys change.
4. Choose another activity
Administration Menu.
as
follows:
from this screen or press [F8] to return to the
Changing System Options 4-5