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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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- 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