 Changing Service Level Threshold in Symposium v4.0 for historical reports
Our threshold for answering calls is 90 sec. My boss wants reports on how many calls we answered last year in 60 and 30 seconds too. My guess is that I need to change the threshold and then run reports for each stage.
My question:
Will this corrupt the way data is reported during the time I'm running the reports? (i.e. Will calls answered in 65 seconds be pegged as Answered After Threshold, and still show up this way even after I set the parameter back to 90?)
Thanks in advance for any advice. |