How to setup 80/20 (80% of calls answered within 20sec) in real time and historical reporting in IPOCC 9.1?
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Use the counter TSF (Telephony Service Factor). Configure the TSF threashold to 20 sec (IPOCC UI - Adminstration -> configuration -> menu System -> Realtime information default settings -> tab Telephony (since 9.1 default is already 20 sec). Configuration is also valid for historical reporting.
In realtime information use TSF element, there are a value element which shows the actual value, there are also graphical elements where thresholds (alarm) can be configured, configure alarm threshold 80.
In historical reporting the TSF value for the considered time interval is given.
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