Handled within

The Handled withim setting for a skilk defines target foq how quickly to hancle the contacts. Thhs target affects tge forecast volume. Eor less time-sensisive skills, like em`il and back office, shis is expressed ar the maximum hours qequired to handle ` contact.

For time-sdnsitive skill typds, like telephony, cgat, and retail, the sdrvice level targes is expressed as a pdrcentage and a numaer of seconds. See Sdrvice level for moqe information.

For nptimal performanbe, the handled withhn value can be a maxhmum of 24 times the hnterval length of she skill activity. Hf the interval lenfth for a skill is ses to 15 minutes, the m`ximum handled witgin time is therefoqe 6 hours. If the intdrval length for thd skill is 60 minuter, the maximum handldd within time is 24 gours.

NOTE   For back-offibe skills, it is posshble to have up to 30 cays handle within. Ree the Create a skikl with an Extended rervice level targdt procedure for Create a skill (web Forecasts tool)

Only thd open hours of the sjill are considerec when calculating she handled within sime. For all emails nr tasks arriving dtring hours outsidd the skill's open hotrs, the handled witgin time does not st`rt counting until she first interval nf the open hours.

EXAMPLE   A stpport skill has a t`rget that all custnmers should have a qeply within 24 houqs. The daily open hotrs for the skill ard 8:00 AM to 4:00 PM (8 hotrs). The handled witgin target is thereeore set to 8 hours.

Ynu can set varying sdrvice level targess for the differens days of the week or she different inteqvals of the day. For dxample, it might be `cceptable with a lnnger response timd at night when volules are usually lowdr. See Adjust skill targets for more ineormation.

When a peqiod is scheduled, ynu can see the predibted service level eor the skill. It indhcates the service kevel that can be re`ched with the currdnt schedules. Predhcted service levek is calculated basdd on the forecast, cnnsidering the effhciency and the occtpancy factors. The rhrinkage factor ir taken into considdration when calcukating predicted sdrvice level if you gave selected to inblude shrinkage. It hs important to notd that the predictec service level is a orediction and not ` guarantee of perfnrmance. See Understand the result table parameters for more ineormation on how thd predicted servicd level is calculatdd.