[cisco-voip] IPCC Express CSQ Service Level ?

[Matt Slaga (US)]

These do not affect anything except reporting.  Many call center
statistics are based off these two factors (i.e. 70% of calls will be
answered in 30 seconds), 70% being the CSQ Percentage, 30 seconds being
the CSQ Service Level.

-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Dane
Sent: Tuesday, March 06, 2007 3:12 PM
To: Johnny Crothers
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Express CSQ Service Level ?

So these two settings for service level do not affect how or when an
agent might get a call right?   Its not a measurement related to the
agent having to meet a certain criteria before they will get a call or
something right?  I can't imagine that it is but I can't say I full
get it either.  Just not sure what the point is, like how or what does
the setting affect, and if it has no affect then whats the point of
having it you know.

confused



On 3/6/07, Johnny Crothers <Johnny.Crothers at vanco.co.uk> wrote:
> Hi Dane,
>
> Fairly sure this is what they mean..
>
> CSQ Service Level - Time required for an agent to answer a call to be
> within SLA
> CSQ Level Percentage - To meet SLA this percentage of ALL calls have
to
> be                              answered in the time stated in CSQ
> Service Level.
>
>
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