Cisco Cisco Unified Contact Center Enterprise 9.0(2)

Figure 4: MRD Hierarchy Example 1: Service level threshold at the MRD

2. If you change the Service level threshold of Peripheral 1 to 20 seconds, the Service level

thresholds of Skill Groups 1 and 2 become 20 seconds.

The Service level thresholds of Skill Groups 3 and 4 remain at 30 seconds.

Figure 5: MRD Hierarchy Example 2: Changing the Peripheral

3. If you want the Service level threshold of Skill Group 1 to be 45 seconds, you can

independently configure Skill Group 1 to have a Service level threshold of 45 seconds.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)