There are three CC-Excel functions in which a service level target is specified: CCXLAgents(), CCXLCalls() and CCXLDuration(). There are two formats in which you can specify the operating targets for your call centre:
|1.||The percentage of calls answered in x seconds|
|2.||The average speed in which all calls are answered|
These three functions support both forms of service level targets. If four arguments are provided with a function, then the first format is assumed. The third argument should be the percentage value and the fourth argument should be the "answered in" value. If the are only three arguments, then the final argument will be the average speed in which calls are answered (ASA).