cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
733
Views
0
Helpful
3
Replies
Highlighted
Beginner

Contact Service Queue Service Level Priority Summary Report - SLA - UCCX

Hi,

 

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.

 Regards..
Sudhir kumar

 

 

3 REPLIES 3
Highlighted
Beginner

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. 

Highlighted

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.

 

Regards..

Highlighted

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."

Content for Community-Ad