I want to adjust the Speed of Answer duration threshold on a report.
This value is known as an Event Duration within the Answered Calls field.
- From within the Report Editor, select the Answered Calls column
- Scroll down to the event duration and put in the "<" and enter in the desired duration threshold.
- Also, be sure to adjust the Group or Agent parameters to to adjust the duration aggregation logic.
- Save and Run the report to see the updated duration thresholds.