Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: franck on October 25, 2007, 09:51:52 AM

Title: Service level in a virtual queue
Post by: franck on October 25, 2007, 09:51:52 AM

I want to define the time in which calls must be answered in a virtual queue to obtain the service level but I don't know where and how to do that. can someone help me?

Title: Re: Service level in a virtual queue
Post by: René on October 26, 2007, 07:23:43 AM

Hi,

ServiceLevel (ServiceFactor) is a statistic that is applied for a queue or/and routing point. ServiceFactor itself is a formula using other statistics like number of call answered within time threshold, abandoned in threshold etc. to count value of "Service Level". If you want to measure Service Level you have to define all required statistics, specify time range and apply ServiceFactor1 statistic for your virtual queue.

I would suggest you to open "Genesy StatServer 7.x User's Guide" and "Reporting Technical Reference Guide for Genesys 7.x release".

René