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Quality of Service - ServiceFactor1

  • 1.  Quality of Service - ServiceFactor1

    Posted 07-25-2019 00:37
    ​Hello everyone,
    We are in the process of upgrading our WFM to 8.5.211.06. In the configuration section of WFM Supervisor there is a section called  'Activities'. When I select a particular activity and select 'Statistics' I have a number of what I believe to be out of the box Activity Statistics setup. One of these is called Type - 'Quality of Service'. When I select that. I see the various components that make up the statistic, There is a area called 'service factor' which in our environment is set to ServiceFactor1. My question relates to What does this stat do, I work in a multi-site activity with different SLAs across different queues. Should I be setting the service factor to the specific time range on each queue. For instance I have a SLA on a queue 80% of calls answered within 20 seconds, so should my servicefactor1 be set to 00-20?

    Thanks in advance
    #PlatformAdministration
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other

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    Alun Lomas

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