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Within the Setup Client there are Handling Timeouts at the Enterprise level and at each Business Process level. Many of the Business Process level Handling Timeouts do not need to be adjusted if they have been set at the Enterprise Level. However, if the Business Process should have different Timeouts than what was set at the Enterprise level, the changes would be done in the Business Process Handling Timeouts tab.
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- Total Interactions Count – Total number of interactions for the Business Process before overflwooverflow
- Waiting Interactions Count – Max number of waiting interactions before overflow
- Average Waiting Time – Set the average waiting time for the Business Process. When this time is met, calls will begin to overflow.
- Interaction Waiting Time – If an interaction is waiting for a set amount of time, the interaction will be overflowed
- Maximum Waiting Time – Max amount a time an interaction should wait before overflowing
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- Answer Time Goal – Telephony – Set the Answer Time Goal (Service Level) for Telephony Interactions
- Answer Time Goal – Email -Set the Answer Time Goal (Service Level) for Email Interactions
- Answer Time Goal – Chat -Set the Answer Time Goal (Service Level) for Chat Interactions
- Answer Time Goal – Fax -Not applicable for ECS Unified or Overlay Solutions
Expand Exclude Short Abandoned Interactions for Service Level Calculation
- Short Abandoned Time Threshold – Telephony – Interactions abandoned within the threshold will be marked as Service Level Excluded and will be excluded from the Service Level calculationand Answer Rate calculations
- Short Abandoned Time Threshold – Chat – Interactions abandoned within the threshold will be marked as Service Level Excluded and will be excluded from the Service Level calculationand Answer Rate calculations