How do I set the Service Level?

Administration > Queue Properties > Priority/GoS Tab

 

  1. Left -click drag-point on Grade of Service line at line 20 of Seconds axis
  2. Drag up to point 100 on the Percent axis
  3. Left -click drag-point on Grade of Service line at the 30 line of the Seconds axis

  4. Drag down to point 0 on the Percent axis

     

     

  5. Left click the number 30 on the Seconds axis, change the value to 21 and press

  6. Press to save

    7.  

    TIP Above instructions create industry standard benchmark of 80% interactions answered within 20 seconds. Adjust values in steps 3 - 5 if your organisation's benchmark differs (e.g. 80% / 30 seconds).