Instruction manual

Customizing CMS
Setting CMS System Options
Service Level Limit
The Service Level Limit is the maximum amount of time an incoming call
should ring before being answered by an agent. The Service Level Limit
does not ensure that calls are answered in that time, it only measures service
level. To set the Service Level Limit, complete these steps:
1.
2.
3.
Press [F1] (Service Level) on the Set Options screen.
The editing function keys replace the screen’s function keys, and the following
prompt appears on the prompt line:
SERVICE LEVEL:
Percent of Calls Answered within n seconds:__
Enter the number of seconds from the form.
Press [F8] (Enter Data) to save the entry.
The prompt disappears, the screen’s function keys replace the editing function
keys, and the new Service Level Limit appears on the screen.
Abandoned Call Threshold
The Abandoned Call Threshold is an amount of time less than an agent typi-
cally spends on a call. If a call stays on the line for less than the Abandoned
Call Threshold, it is considered an abandoned call rather than a serviced call.
To set the Abandoned Call Threshold, complete these steps:
1. Press [F2] (Abandon Thresh) on the Set Options screen.
The editing function keys replace the screen’s function keys, and the following
prompt appears on the prompt line:
ABANDON THRESHOLD: Seconds: __
2. Enter the number of seconds from the form.
Setting CMS System Options 8-3