KPIs. The administrator can set the following KPI parameters: KPI measurement Period - by default this is set to 15 minutes and determines for example whether the longest wait measurement has been breached. Service Level Target - how long should calls be in the queue in seconds before they are answered. Service Level Warning Threshold (%) - the percentage of calls that should be answered in the Service Level Target time. Call Time Target (Seconds) - how long should calls be connected to agents. Availability Warning Threshold (%) - the percentage of calls that are being answered by agents vs calls hitting the queue. Number of Agents Warning Threshold - the minimum number of agents that should be available on the queue. Caller Queue Warning Threshold - the ratio of calls in the queue to the maximum queue length. The administrator can also set how often alerts are sent and who will receive these alerts. Alerts can be sent either via the portal only or the portal and email to the nominated email addresses.
Appears in 3 contracts
Sources: Definitions and Interpretation Agreement, Cloud Voice Services Agreement, Cloud Voice Services Agreement