Setting Options
SERVICE LEVEL LIMIT
ABANDONED CALL THRESHOLD
After you have used CMS for a few days, you will have enough information to set several system options. Initial settings are in effect for these options until you define new values. The options are:
●Service Level Limit
●Abandoned Call Threshold
●Adible Alarm
●Delay Message Length
●Business Name
NOTE: You may want to enter new values for the delay message length and the business name right away.
The service level is a measure of how quickly your customers’ calls are answered. The service level is the percentage of calls that were connected to agents within a specified number of seconds (called the service level limit). For instance, during a particular hour your agents may answer 90% of the CMS calls within 20 seconds.
The initial value for the service level limit is 20 seconds. Since the length of time between the beginning of one ring and the beginning of the next is about 5 seconds, 20 seconds equals about four rings.
The service level is displayed on the System Status screen and is continually updated while CMS is managing calls. If the service level drops below an acceptable level, it may indicate the need to activate intraflow or to add more agents to a split.
The service level limit you choose depends on your particular business. The service level limit is measured from the time a call first rings until the call is connected to an agent. This can include answer delay time (if any), time connected to the voice announcement unit (if any), and time on hold (if any). You need to decide how quickly you want the majority of your calls answered.
One important function of CMS is tracking the number of abandoned calls, that is, the number of callers who hang up before they’ve been connected to an agent. Occasionally an abandoned call gets transferred to an agent. When this happens, the agent answers the call and finds no one on the line.
The purpose of the abandoned versus incoming call threshold is to discriminate between those abandoned calls that are connected to agents and calls that are actually handled by the agents. Distinguishing serviced calls from abandoned ones gives a more accurate picture of the service level of your system.
To establish a realistic abandoned call threshold, you need to know how long agents usually spend talking to callers. If your agents usually spend at least 30 seconds talking to each customer, then you can assume that most calls that took less than 15 seconds were probably abandoned calls. However, if your agents often receive calls that take only a few seconds to handle, you will
