Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation
3-6
Service level increments
(seconds): (Required entry) Enter a progressively greater number of seconds in each “to” field.
The seconds before and after each word “to” define an increment in
seconds of wait time. For example,”0 to 5 to 10 to 25...” means 0-5,
6-10, and 11-25, and so on. Each of the nine increments can vary in
length (for example, 0 to 15, 16 to 20, 21 to 26, 27 to 38, 39 to 43,
and so on). Each increment represents a progressively longer wait
time for the call and is used for both answered and abandoned
calls.
To get finer detail regarding when most callers abandon from the
skill, use smaller time increments in the Service Level Increments
fields around the average time to abandon. For example, if the
average time to abandon is 40 seconds for a particular skill, the
Service Level Increments field setting might be (in seconds): 0,
5,15, 25, 35, 38, 40, 42, 45, 55, and so on.
Field Use