Hello Community,
I have a site that has contract requirements for SLA's. In queues> voice tab, you can change Service Level and Service Level Target. But they are needing 2 SL and SLT's to meet their requirements for their contract. I have been searching in Resource Center for the past 2 days here and there. I cannot locate on how to obtain what they are requesting. I figured I would ask here in the community before I respond to the customer. Below are the details they are looking to acquire to meet their needs. Any assistance would be helpful.
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CONTRACTOR shall ensure that hold times don't exceed;
92% answered within 1:00min
99% answered within 3:00 minutes
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$200.00 for each hour in which average hold times do not exceed;
92% answered within 1:00min
99% answered within 3:00 minutes
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Thank you
#Reporting/Analytics------------------------------
Kelly Quarles
Firstgroup America, Inc.
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