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Setting Options
After you have used CMS for a few days, you will have enough information
to set several system options.
Initial settings are in effect for these options
until you define new values. The options are:
● Service Level Limit
● Abandoned Call Threshold
● Adible Alarm
● Delay Message Length
● Business Name
NOTE: You may want to enter new values for the delay message
length and the business name right away.
SERVICE LEVEL LIMIT
The service level is a measure of how quickly your customers’ calls are
answered. The service level is the percentage of calls that were connected to
agents within a specified number of seconds (called the service level limit). For
instance, during a particular hour your agents may answer 90% of the CMS
calls within 20 seconds.
The initial value for the service level limit is 20 seconds. Since the length of
time between the beginning of one ring and the beginning of the next is
about 5 seconds, 20 seconds equals about four rings.
ABANDONED CALL
THRESHOLD
The service level is displayed on the System Status screen and is continually
updated while CMS is managing calls. If the service level drops below an
acceptable level, it may indicate the need to activate intraflow or to add more
agents to a split.
The service level limit you choose depends on your particular business. The
service level limit is measured from the time a call first rings until the call is
connected to an agent. This can include answer delay time (if any), time
connected to the voice announcement unit (if any), and time on hold (if any).
You need to decide how quickly you want the majority of your calls
answered.
One important function of CMS is tracking the number of abandoned calls,
that is, the number of callers who hang up before they’ve been connected to
an agent. Occasionally an abandoned call gets transferred to an agent. When
this happens, the agent answers the call and finds no one on the line.
The purpose of the abandoned versus incoming call threshold is to
discriminate between those abandoned calls that are connected to agents and
calls that are actually handled by the agents. Distinguishing serviced calls
from abandoned ones gives a more accurate picture of the service level of
your system.
To establish a realistic abandoned call threshold, you need to know how long
agents usually spend talking to callers.
If your agents usually spend at least
30 seconds talking to each customer, then you can assume that most calls that
took less than 15 seconds were probably abandoned calls. However, if your
agents often receive calls that take only a few seconds to handle, you will
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