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ServiceLevelMethod

Section: ForecastService
Default Value: 0
Valid Values: 0, 1
Changes Take Effect:
Dependencies: None
Introduced: 8.5.207

Specifies whether Service Level should be calculated from the number of interactions distributed or from the number of interactions offered, taking into account abandoned interactions.

The default value 0 indicates that Service Level is calculated, based on the number of interactions distributed. To include abandoned interactions, set the value to 1.

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8.5.212.25

Workforce Management Server Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
05/02/19 Update X

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What's New

This release includes only resolved issues.



Resolved Issues

This release contains the following resolved issues:


WFM has improved staffing calculations, providing better estimations when Average Time to Abandon metrics are high, service-level objectives are low, and individual calls are successfully handled within service-level objectives after long wait times. Previously in this scenario, ASA and Abandonment % were underestimated when the [ForecastService] ServiceLevelMethod option value was set to 2 or 3, resulting in the number of agents for calculated staffing being lower than expected, or the Activity service being higher than expected, in respect to the number of scheduled agents. (WFM-32402)

The improvement is also available in release 8.5.211.04.




Upgrade Notes

No special procedure is required to upgrade to release 8.5.212.25.

This page was last modified on June 6, 2019, at 10:28.

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