Configure bucket intervals to report on how many calls are handled or abandoned during specific, incremental time slots. Each bucket interval has a maximum of nine configurable time slots, called Upper Bounds. Upper Bounds are ranges measured in seconds to segment and capture call-handling activity. You can run reports that show calls answered and calls abandoned for these intervals.
For example, if your goal is to have calls handled within 1 minute, you might set up Upper Bounds for intervals that show how many calls are handled in less than or more than 1 minute. Intervals might be for 30 seconds, 60 seconds, 80 seconds, 120 seconds, 150 seconds, 180 seconds, and 240 seconds. Using these intervals, you can see if calls are being answered within 1 minute or if callers are waiting longer. The intervals also give you insight into how long callers are willing to wait before abandoning a call. Perhaps many callers do not abandon a call until they have waited for two minutes. This might indicate that you can modify your goal.
You can associate bucket intervals with Call Types, with Skill Groups, and with Precision Queues.
To avoid reporting inconsistencies, modify Bucket Interval settings only at specific time boundaries (that is, end of day, week, or month). Ensure that no one is running reports for the intervals that you are changing when you modify the boundaries.
Unified CCE ships with a single System default Bucket Interval whose boundaries (increments) are: 8, 30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).