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Queuing time breakpoint configuration for abandoned calls
this setting can be used to modify the breakpoints which define what % of the how many calls have been answered within abandoned in after certain queuing time frame. These KPIs can be enabled from the “select measures” -list in the same filter pane and are visible in the “Service pool efficiency” -table once activated.
Answer time breakpoint configuration for answer %:
this setting can be used to modify the breakpoints which define how many what % of the calls have been abandoned in after answered within certain queuing time frame. These KPIs can be enabled from the “select measures” -list in the same filter pane and are visible in the “Service pool efficiency” -table once activated.
Abandoned calls normalisation
this setting can be used to normalize all the call data in the efficiency view by removing calls that have been abandoned in less that x seconds queuing time. This can be e.g. used to remove the calls that have been abandoned during the prompt and have 0 seconds, as queuing time.
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