BCM: Abandoned Calls

[Former Member]

Hello,

Direct calls to agents (incoming calls Without Queue to the agents), does it affect the Service Level of Agent in the statistics?

Thanks

Rajesh Dod

[Former Member]

Hi Rajesh,

Direct calls that are offered through the Operator Direct method do not effect the SLA as the SLA statistics are set per queue.  If they are not specifically set in the queues then the defaults are used per queue and can be found under System Management --> Channels then the voice channel block.

I hope this helps.

Thanks,

Marcus

[Former Member]

Thanks Marcus