[Asterisk-Users] Queues and Servicelevel

Hunt, Bill
Wed, 30 Nov 2005 15:24:42 -0000

Service Level is defined as the percentage of calls answered within x
seconds. A typical service level target would be 80% of all calls
answered (meaning delivered to an agent) within 20 seconds of being
queued.

Bill Hunt
Stroudwater Contact Point

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-----Original Message-----
From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Johann
Sent: Wednesday, November 30, 2005 5:18 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: [Asterisk-Users] Queues and Servicelevel

I'm curious what the service level is for and how it is set.  When you
run "show queues" on the CLI you see something like the following:

a_queue     has 0 calls (max 1) in 'roundrobin' strategy (0s holdtime),
C:0, A:0, SL:0.0% within 300s
    No Members
    No Callers

I don't see any mention in the wiki or documentation about it.  Seems
like someone applied and patch and never documented what it did...

Anyone got any info to share?  It doesn't appear to be applied to the
queue_log in anyway so it is of only use during realtime...


--johann
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