Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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The SERVICELEVEL item appears in the following database 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.

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.

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The SERVLEVELP item appears in the following database tables:

Objective percentage of calls to be handled within SERVLEVELT 
seconds.

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The SERVLEVELT item appears in the following database tables:

Number of seconds within which SERVLEVELP percent of calls are to be 
answered (service level time).