{"metadata":{"generator":"Captivate","generatorVersion":"9.0.2","schemaVersion":"","author":"author","title":"","description":"project description","email":"author@company.com","website":"www.company.com","tags":"","thumbnail":"","source":"assets","durationInFrames":1686,"frameRate":30,"totalSlides":17,"width":995,"height":627,"responsive":false,"scalable":false,"launchFile":"index_scorm.html"},"contentStructure":[{"id":"si1702","class":"TODO::Senthil","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_1","class":"TODO::Senthil","instance":"Title_AutoShape_1","title":"Apply Service Levels   How To Guide ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Button_1","class":"TODO::Senthil","instance":"Button_1","roles":{"click":{"subtype":"button"}}},{"id":"si5325","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si5357","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Image_25","class":"TODO::Senthil","instance":"Image_25","roles":{}},{"id":"Text_Caption_23","class":"TODO::Senthil","instance":"Text_Caption_23","title":"Monet Software Inc – Confidential and Proprietary ","roles":{"textData":{}}},{"id":"Slide5182","class":"Normal Slide","instance":"","thumbnail":"","children":["si1702","Button_1","si5325","si5357","Image_25","Text_Caption_23"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide5182"}}},{"id":"si5370","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$  ","roles":{"textData":{}}},{"id":"Button_2","class":"TODO::Senthil","instance":"Button_2","roles":{"click":{"subtype":"button"}}},{"id":"si5453","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si5486","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_2","class":"TODO::Senthil","instance":"Text_Caption_2","title":"You can use service objectives to establish the right level of service for different types of tasks. This allows you to accommodate tasks with different degrees of urgency, or for other media such as e-mail and Web chat requests that are queued in Monet.  Service objectives allow a contact center to meet the service levels that its customers expect.  IMPORTANT: Monet can target average speed of answer, threshold/probability delay, abandon percentage, or any combination of the three.  NOTE: Service level targets are enforced at the interval level (NOT Daily). ","roles":{"textData":{}}},{"id":"Image_26","class":"TODO::Senthil","instance":"Image_26","roles":{}},{"id":"Slide5358","class":"Normal Slide","instance":"","thumbnail":"","children":["si5370","Button_2","si5453","si5486","Text_Caption_2","Image_26"],"roles":{"slide":{"durationInFrames":105},"navigation":{"navid":"Slide5358"}}},{"id":"si8547","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$  ","roles":{"textData":{}}},{"id":"Button_17","class":"TODO::Senthil","instance":"Button_17","roles":{"click":{"subtype":"button"}}},{"id":"si8511","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si8525","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_20","class":"TODO::Senthil","instance":"Text_Caption_20","title":"\tDefinitions Service Level can be defined based on Average Speed of Answer (ASA) or Threshold Delay and Probability (%), or a combination of ASA and Threshold/Probability (%). Average Speed of Answer (ASA) is the average amount of time a call waits to be answered. Threshold Delay is the number of seconds for which a customer call will wait in the queue of your phone system (ACD). Probability (%) is the percentage of calls that would be answered in the number of seconds in the threshold delay. Abandoned (%) is the target maximum percentage of calls that can be abandoned during any 15-minute interval.   Patience is the estimated number of seconds the client will wait on hold before abandoning. ","roles":{"textData":{}}},{"id":"Slide8546","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8547","Button_17","si8511","si8525","Text_Caption_20"],"roles":{"slide":{"durationInFrames":105},"navigation":{"navid":"Slide8546"}}},{"id":"si6434","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$  ","roles":{"textData":{}}},{"id":"Text_Caption_6","class":"TODO::Senthil","instance":"Text_Caption_6","title":"Select Setup from the left side menu. ","roles":{"textData":{}}},{"id":"Image_3","class":"TODO::Senthil","instance":"Image_3","roles":{}},{"id":"SmartShape_3","class":"TODO::Senthil","instance":"SmartShape_3","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Button_4","class":"TODO::Senthil","instance":"Button_4","roles":{"click":{"subtype":"button"}}},{"id":"si6244","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si6257","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Slide6269","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si6434","Text_Caption_6","Image_3","SmartShape_3","Button_4","si6244","si6257"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide6269"}}},{"id":"si6438","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$  ","roles":{"textData":{}}},{"id":"Text_Caption_7","class":"TODO::Senthil","instance":"Text_Caption_7","title":"Click on Workgroups. ","roles":{"textData":{}}},{"id":"Image_4","class":"TODO::Senthil","instance":"Image_4","roles":{}},{"id":"SmartShape_4","class":"TODO::Senthil","instance":"SmartShape_4","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Button_5","class":"TODO::Senthil","instance":"Button_5","roles":{"click":{"subtype":"button"}}},{"id":"si6404","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si6417","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Slide6429","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si6438","Text_Caption_7","Image_4","SmartShape_4","Button_5","si6404","si6417"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide6429"}}},{"id":"si6585","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$  ","roles":{"textData":{}}},{"id":"Image_7","class":"TODO::Senthil","instance":"Image_7","roles":{}},{"id":"SmartShape_5","class":"TODO::Senthil","instance":"SmartShape_5","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Button_6","class":"TODO::Senthil","instance":"Button_6","roles":{"click":{"subtype":"button"}}},{"id":"si6536","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si6549","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_8","class":"TODO::Senthil","instance":"Text_Caption_8","title":"Click on the Service Levels tab ","roles":{"textData":{}}},{"id":"Slide6584","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si6585","Image_7","SmartShape_5","Button_6","si6536","si6549","Text_Caption_8"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide6584"}}},{"id":"si8926","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Image_8","class":"TODO::Senthil","instance":"Image_8","roles":{}},{"id":"Text_Caption_9","class":"TODO::Senthil","instance":"Text_Caption_9","title":"The Service Levels screen opens ","roles":{"textData":{}}},{"id":"Button_7","class":"TODO::Senthil","instance":"Button_7","roles":{"click":{"subtype":"button"}}},{"id":"si6722","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si6754","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Slide6604","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8926","Image_8","Text_Caption_9","Button_7","si6722","si6754"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide6604"}}},{"id":"si8930","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Image_9","class":"TODO::Senthil","instance":"Image_9","roles":{}},{"id":"Text_Caption_10","class":"TODO::Senthil","instance":"Text_Caption_10","title":"The fields you can modify are: Goal Type, ASA, Threshold Delay, Probability (%), Abandoned (%) and Patience ","roles":{"textData":{}}},{"id":"Button_8","class":"TODO::Senthil","instance":"Button_8","roles":{"click":{"subtype":"button"}}},{"id":"si6843","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si6857","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"SmartShape_6","class":"TODO::Senthil","instance":"SmartShape_6","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"SmartShape_7","class":"TODO::Senthil","instance":"SmartShape_7","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"SmartShape_8","class":"TODO::Senthil","instance":"SmartShape_8","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"SmartShape_9","class":"TODO::Senthil","instance":"SmartShape_9","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"SmartShape_10","class":"TODO::Senthil","instance":"SmartShape_10","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"SmartShape_11","class":"TODO::Senthil","instance":"SmartShape_11","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide6869","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8930","Image_9","Text_Caption_10","Button_8","si6843","si6857","SmartShape_6","SmartShape_7","SmartShape_8","SmartShape_9","SmartShape_10","SmartShape_11"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide6869"}}},{"id":"si8934","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Button_10","class":"TODO::Senthil","instance":"Button_10","roles":{"click":{"subtype":"button"}}},{"id":"si7347","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si7361","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Video_Object_5","class":"TODO::Senthil","instance":"Video_Object_5","roles":{"video":{"title":"","uri":"vr\\Vi2.mp4","segmentDuration":0,"segments":[]}}},{"id":"Text_Caption_12","class":"TODO::Senthil","instance":"Text_Caption_12","title":"To modify Goal Type, click in the field to open the drop-down menu, then select the new value.  Click Save to save the changes. ","roles":{"textData":{}}},{"id":"Slide7384","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8934","Button_10","si7347","si7361","Text_Caption_12"],"roles":{"slide":{"durationInFrames":120},"navigation":{"navid":"Slide7384"}}},{"id":"si8946","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Button_13","class":"TODO::Senthil","instance":"Button_13","roles":{"click":{"subtype":"button"}}},{"id":"si7895","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si7908","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_15","class":"TODO::Senthil","instance":"Text_Caption_15","title":"To modify ASA, Threshold Delay, Probability, Abandoned or Patience, click in the field and type your changes. Click Save to save the changes. ","roles":{"textData":{}}},{"id":"Video_Object_7","class":"TODO::Senthil","instance":"Video_Object_7","roles":{"video":{"title":"","uri":"vr\\Vi4.mp4","segmentDuration":0,"segments":[]}}},{"id":"Slide7958","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8946","Button_13","si7895","si7908","Text_Caption_15"],"roles":{"slide":{"durationInFrames":120},"navigation":{"navid":"Slide7958"}}},{"id":"si8954","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Button_15","class":"TODO::Senthil","instance":"Button_15","roles":{"click":{"subtype":"button"}}},{"id":"si8247","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si8260","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_18","class":"TODO::Senthil","instance":"Text_Caption_18","title":"Changes made on this screen apply to the entire day. ","roles":{"textData":{}}},{"id":"Image_21","class":"TODO::Senthil","instance":"Image_21","roles":{}},{"id":"Slide8310","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8954","Button_15","si8247","si8260","Text_Caption_18","Image_21"],"roles":{"slide":{"durationInFrames":120},"navigation":{"navid":"Slide8310"}}},{"id":"si8942","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Image_18","class":"TODO::Senthil","instance":"Image_18","roles":{}},{"id":"Text_Caption_13","class":"TODO::Senthil","instance":"Text_Caption_13","title":"You can also apply service levels to specific intervals.  This allows you to to establish different grades of service by time of day. To do this, click the Service Levels by Time of Day button. ","roles":{"textData":{}}},{"id":"Button_11","class":"TODO::Senthil","instance":"Button_11","roles":{"click":{"subtype":"button"}}},{"id":"si7588","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si7602","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"SmartShape_18","class":"TODO::Senthil","instance":"SmartShape_18","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide7698","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8942","Image_18","Text_Caption_13","Button_11","si7588","si7602","SmartShape_18"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide7698"}}},{"id":"si8938","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Image_19","class":"TODO::Senthil","instance":"Image_19","roles":{}},{"id":"Button_12","class":"TODO::Senthil","instance":"Button_12","roles":{"click":{"subtype":"button"}}},{"id":"si7781","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si7813","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_14","class":"TODO::Senthil","instance":"Text_Caption_14","title":"This opens a new pop-up window: Service Levels by Time of Day.  Here, you can set Goal Type, ASA, Threshold Delay, Probability, Abandoned and Patience for specific interval(s). ","roles":{"textData":{}}},{"id":"Slide7488","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8938","Image_19","Button_12","si7781","si7813","Text_Caption_14"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide7488"}}},{"id":"si8962","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Image_24","class":"TODO::Senthil","instance":"Image_24","roles":{}},{"id":"Button_18","class":"TODO::Senthil","instance":"Button_18","roles":{"click":{"subtype":"button"}}},{"id":"si8615","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si8629","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_21","class":"TODO::Senthil","instance":"Text_Caption_21","title":"First, select the Skill Name you want to modify. ","roles":{"textData":{}}},{"id":"SmartShape_24","class":"TODO::Senthil","instance":"SmartShape_24","title":" ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide8665","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8962","Image_24","Button_18","si8615","si8629","Text_Caption_21","SmartShape_24"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide8665"}}},{"id":"si8950","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Button_14","class":"TODO::Senthil","instance":"Button_14","roles":{"click":{"subtype":"button"}}},{"id":"si8113","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si8127","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_17","class":"TODO::Senthil","instance":"Text_Caption_17","title":"Follow the same procedures to change the values here: Click in the field, make the desired changes to the interval(s), click Save to save the changes. ","roles":{"textData":{}}},{"id":"Video_Object_8","class":"TODO::Senthil","instance":"Video_Object_8","roles":{"video":{"title":"","uri":"vr\\Vi6.mp4","segmentDuration":0,"segments":[]}}},{"id":"Slide8163","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8950","Button_14","si8113","si8127","Text_Caption_17"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide8163"}}},{"id":"si8958","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$ ","roles":{"textData":{}}},{"id":"Button_16","class":"TODO::Senthil","instance":"Button_16","roles":{"click":{"subtype":"button"}}},{"id":"si8381","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"si8395","class":"TODO::Senthil","roles":{"click":{"subtype":"button"}}},{"id":"Text_Caption_19","class":"TODO::Senthil","instance":"Text_Caption_19","title":"Changes made in this window apply only to the Skill Name selected and intervals that were updated.  Click Close to return to the Service Levels tab. ","roles":{"textData":{}}},{"id":"Image_23","class":"TODO::Senthil","instance":"Image_23","roles":{}},{"id":"Slide8445","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si8958","Button_16","si8381","si8395","Text_Caption_19","Image_23"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide8445"}}},{"id":"si5508","class":"TODO::Senthil","title":"Slide $$cpInfoCurrentSlide$$  ","roles":{"textData":{}}},{"id":"Text_Caption_1","class":"TODO::Senthil","instance":"Text_Caption_1","title":"You have completed this training module. ","roles":{"textData":{}}},{"id":"Slide5507","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_26","si5508","Text_Caption_1"],"roles":{"slide":{"durationInFrames":93},"navigation":{"navid":"Slide5507"}}},{"id":"Pool421","class":"pool","roles":{"pool":{"id":421,"name":"Pool1","questions":[]}}},{"id":"Service_levels_how-to","class":"project","title":"Service_levels_how-to","children":["Slide5182","Slide5358","Slide8546","Slide6269","Slide6429","Slide6584","Slide6604","Slide6869","Slide7384","Slide7958","Slide8310","Slide7698","Slide7488","Slide8665","Slide8163","Slide8445","Slide5507"],"roles":{"quiz":{"id":377,"branched":false,"submitAll":false,"review":true,"questions":[],"minScore":0,"maxScore":0,"passScore":0}}}],"contentSettings":{"global":{"branchAware":false},"toc":{"navigationEnabled":true,"navigateVisitedSlides":false,"collapseAll":false,"showTopicDuration":true,"statusFlag":true,"selfPaced":true,"showSearch":true,"enabled":true},"playbar":{"enabled":true,"cc":false,"playPause":true,"back":true,"forward":true,"rewind":false,"close":false,"mute":false,"progressBar":true}},"contentReporting":{"CCCriteria":"view","CCData":{"viewDataIsPercent":true,"viewData":100},"SCCriteria":"view","SCData":{"viewDataIsPercent":true,"viewData":100},"exitNormalIfCompleted":false},"toc":[{"id":"Slide5182","title":"Title","visible":true},{"id":"Slide5358","title":"Introduction","visible":true},{"id":"Slide8546","title":"Definitions","visible":true},{"id":"Slide6269","title":"Slide 5","visible":true},{"id":"Slide6429","title":"Slide 6","visible":true},{"id":"Slide6584","title":"Slide 7","visible":true},{"id":"Slide6604","title":"Service Levels Screen","visible":true},{"id":"Slide6869","title":"Editable Fields","visible":true},{"id":"Slide7384","title":"Modify Goal Type","visible":true},{"id":"Slide7958","title":"ASA, Threshold, Probability, Abandoned, Patience","visible":true},{"id":"Slide8310","title":"Slide 12","visible":true},{"id":"Slide7698","title":"Apply to Specific Intervals","visible":true},{"id":"Slide7488","title":"Service Levels by Time of Day","visible":true},{"id":"Slide8665","title":"Slide 15","visible":true},{"id":"Slide8163","title":"Slide 16","visible":true},{"id":"Slide8445","title":"Slide 17","visible":true},{"id":"Slide5507","title":"Slide 18","visible":true}]}