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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-162
SERVICELEVEL 2
Database tables 2
The SERVICELEVEL item appears in the following database tables:
Split/skill tables
Number of seconds within which calls must be answered/connected in
order to be considered acceptable (as defined on the Call Center
Administration: Split/Skill Call Profile window).
This is an administrative item.
VDN tables
Number of seconds within which calls must be answered/connected to be
considered acceptable (as defined on the Call Center Administration:
VDN Call Profile Setup window).
This is an administrative item.
SERVLEVELP 2
Database tables 2
The SERVLEVELP item appears in the following database tables:
Current day report tables
Objective percentage of calls to be handled within SERVLEVELT
seconds.
SERVLEVELT 2
Database tables 2
The SERVLEVELT item appears in the following database tables:
Current day report tables
Number of seconds within which SERVLEVELP percent of calls are to be
answered (service level time).