08-08-2019 05:22 PM
Hi All,
Currently the service level and service level percentage of 30 and 100 is configured for certain contact queues in UCCX which has per Cisco documentation means that 100% calls needs to be picked in 30 seconds.
I need to change these values to 60 and 80 respectively. I would like to know if these values can be changed during business hours ?
08-08-2019 06:44 PM
08-08-2019 07:32 PM
Hi Anthony,
So you says that if the monthly report is generated on August 30th then i change the values post that date or after the report is generated for August ?
08-08-2019 11:54 PM
If your reporting cycle ends on 30th August, then you can change these values after that, before the next business day starts.
08-09-2019 05:51 PM
12-31-2020 01:02 AM
Hi all,
Can you advice which report is directly impacted by the change of SLA and SLA % at the CSQ level?
Thanks!
-JT-
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide