Navigate to Administration > Call Center Administration > VDN Call Profile Setup.
In the Current ACD list, select the active ACD for which you want to administer VDN call profiles.
CMS Supervisor displays the VDN call profiles administered for the selected ACD.
Click next to the item you want to modify.
The Modify Item window is displayed.
In the Acceptable service level field, update the speed of answer objective for the profile. Acceptable service level represents the maximum number of seconds it should take for a call to be answered.
In the Service Level Increments (seconds) fields, enter a progressively greater number of seconds in each to field.
next to the item you want to modify.