Can anybody help to understand CUIC Contact Service Queue Service Level Priority Summary Report as it shows different priorities like Priority 1, Priority 2, Priority 3, Priority 4 so on.what does it mean and also where we can set these priorities.
When you use "Set Priority" in the script within CCX Editor you can assign it a value of 1 - 10. You can use it to give access to customers who have a more urgent issue or whatever you deem is necessary with it.
Thanks for the reply matthew
How the SLA for the call is calculated
total time call is on IVR + agent phone ringing duration or agent phone ringing duration.
It's calculated based off the time you set under the CSQ in the service level field on CCX Administration. A helpful tool is the "?" in the top right corner of the reporting page. It details what each field means. For the SLA Summary it says "Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values."