Change the Default Service Level Threshold Setting
Advisors uses the following four raw report metrics to calculate the SL% (Aband) metric value for CCAdv:
- SLCH, and
- ServiceLevelCallsOnHold (SLCHld)
To change the Service Level threshold configuration, you edit the preceding four metrics. Changes to the Service Level threshold take effect after the overnight refresh, or if you stop and then restart XML Generator. If you have an HA deployment, you must stop the primary XML Generator, and then the backup XML Generator, and restart both to force changes to take effect.
A change to the Service Level threshold setting does not affect the applications that are already assigned to roll up on the Application Configuration page of the administration module; those applications maintain the Service Level threshold that was selected at the time of the rollup assignment.