Statistics and real-time information, from ACE Report and Pulse, are in some cases presented with reference to service levels.
In the windows under the ACE Admin Statistics menu choice, you can i.a. set your own thresholds for service levels.
The threshold for Service level 1 = 10 sec.
The threshold for Service level 2 = 20 sec.
Statistics are compiled for 4 calls with waiting time (sec.): 9, 15, 25, 30.
25% of the calls are served at level 1 and 50% at level 2. In other words: Service level 1 is fulfilled by 25% of the calls, whereas Service level 2 is fulfilled by 50% of the calls.
Incoming telephone calls and chats should generally be served more rapidly than Emails. Thresholds for incoming calls and incoming chats are configured in seconds, the maximum value being 86,400 seconds, corresponding to 24 hours. Thresholds for emails are configured in minutes with a maximum value of 525,600 minutes, corresponding to a normal year (365 days).
The service level for callback is based on the time between the callback record’s start time for dialling and the time when the agent accepts dialling a first time.
A callback record with its origin from collaborating queue gets its start time from the incoming call’s original routing request. Consequently, the service level for collaborating callback can be regarded in the same way as for incoming calls.
The service level feature is not used for campaign calls.
The Statistics | Threshold for service levels... menu choice opens window where you can set your own thresholds for service levels. The Service levels window has two tabs.
To change the service level parameters for a specific (named) skill-based queue or waiting list you need to have Modify queue/waiting list and/or Own queue/waiting list in your access profile, and the queue’s/waiting list’s organisation area amount your access areas.
To change service level parameters for template queues and waiting lists, you must have Modify template queues/waiting lists in your access profile.
The Organisation area tab is used for configuring skill-based queues’ and waiting lists’ values for the two thresholds Service level 1 and Service level 2.
Start by selecting Organisation area from the drop down menu at the top of the tab. To limit which queues and waiting lists you see at the bottom part of the window you can select subarea as well.
What is configured for Standard threshold for organisation area applies to all skill based queues and waiting lists in the selected organisation area. Here you specify the waiting time that will constitute the threshold per service level, per media type:
If you want a specific queue or waiting list to have other values than the specified default value for the media type in question, you enter this in the queue’s/waiting list’s row in the list under the Thresholds for queues and waiting lists header. If there are no values specified for a specific queue/waiting list this means that its service levels are calculated by what is seen for Standard thresholds for the concerned media type.
Threshold changes take effect immediately. However, the new thresholds may be shown with the old values in ACE clients until they are restarted.
This tab is used to configure template queues’ and waiting lists’ values, as well as queues/waiting lists for missing routing, for the two thresholds Service level 1 and Service level 2.
The values you specify here apply to all agents’ extension queues and personal queues/waiting lists as well as queues/waiting lists for missing routing in all organisation areas in your contact center. If you move your mouse pointer over an empty value field, you see the default value in use, until you specify something else for this specific queue/waiting list.