Consider the following when working with split/skill call profiles:
Each service-level increment value can be set to a different length of time in seconds.
Each of the first nine service-level increments can have a different time length. Each represents a unit of wait time. The number of seconds for the second through the ninth increment must be at least one second greater than the number of seconds in the previous increment.
CMS counts the calls that are either answered or abandoned within each increment and shows the totals on split/skill call profile reports. Therefore, the settings of these increments affect what is displayed in reports.
To ensure that reports display accurate data, avoid making changes to the service level after data is collected. If you must change the service level, it is best to change the value at midnight on the first day of a month so that data for the entire month is gathered using the same service level value.
