Parameters within the SLA/KPI tab allow reporting users to specify how inbound call statistics are generally calculated. Additionally, individual options allowing specific adjustment for how the service level statistics are calculated are provided separately.



Service Level Settings
Calls Should Be Answered Within
This setting is used to enter in the target number of seconds which calls should be answered within when calculating the service level statistic.
Ignore Quick Abandoned Calls Within
Checking this setting on changes the formula used to calculate the service level statistic so that short abandoned calls are excluded accordingly compared to how long they alerted for.

Talk Time
Exclude Held TimeTicking this option means the overall talk time shown will not include any time spent on hold.

Inbound Statistic Settings
Ignore Quick Abandoned Calls Within
Checking this setting on excludes short abandoned calls from all inbound call statistics, where the corresponding inbound call(s) alerted for less than or equal to the designated seconds duration value.
Ignore Overflowed Calls Within
Checking this setting on excludes short overflowed calls from all inbound call statistics, where those inbound call(s) alerted for less than or equal to the designated seconds duration value.
Answer Performance
This sub-section is only displayed when a report style is currently selected that calculates call statistic summary values. The "Answer Performance" sub-section is automatically hidden for the "Historic Call List", "Unreturned Lost Call List", "Active Call List", "ACD / DND Activity Log", "ACD N/A Code Usage", or "External Content (Via URL)" report styles.


The above is a high-level overview for each section of the Settings tab. For a detailed explanation for each option press the F1 key, or press the Help button, from the Settings tab.