grade of service report ( Service level agreement )

[clambert]

Hi,


Is it possible to modify the Service level agreement report so it do not into account any call that is lower than a certain treshold? ( ex do not include any call that lasted less than 10 second in the stats). If you compare this report to our hold Nortel switch one, the number are quite different just because of that.


Regards,


Cedric Lambert

[QueueMetrics]

No, but we are going to implement a "Short call" graph for calls that lie below a certan threshold.

[dionv]

Would setting the queue's "Announcement (sec.)" field to "10 " remove these calls? Or am I misunderstanding the purpose of that field? Not sure how it would affect the SLA report (I'm new to this myself, and still trying to figure things out).

DionV

[QueueMetrics]

No it would just set those calls to zero lenght if too short.