Cisco Cisco Unified Contact Center Enterprise 9.0(2)
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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)
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Chapter 2: How Routing Works
Configuring Service Levels