callReporting
defaultBucketInterval: Required. A reference to a bucket interval (Bucket Interval API), including refURL and name. See References.
defaultCallType: Required. A reference to a call type (Call Type API), including refURL and name. A call is categorized against this call type unless it comes into the system on a dialed number that is associated with another call type. See References.
serviceLevelType: Required. This value indicates how the system calculates the service level.
serviceLevelThreshold: Required. Maximum time in seconds that a caller should wait before being connected with an agent. Maximum is 86,400 seconds (1 day).
abandonCallWaitTime: Required. Configures the minimum time an incoming call must be queued before the call is considered abandoned if the caller hangs up. Maximum is 14400 seconds (4 hours).
agent
agentPhoneLineControl: Indicates whether all agents supported on the agent peripheral can have one or more than one line configured.
nonACDLineImpact: Specifies how the agent state is set when the agent is on a call on a secondary line and agentPhoneLineControl is set to All Lines.
defaultDeskSetting: A reference to a desk setting (Agent Desk Settings API), including refURL and name.
loginNameCaseSensitivity: Identifies whether usernames are case-sensitive. Values are true/false.
minimumPasswordLength: Changing this value affects new passwords only and does not apply to existing ones. Value is between 0 and 32.
reporting
reportingInterval: Configures the system to store historical information in 15-minute or 30-minute summaries. The 15-minute interval requires a larger amount of database space than the 30-minute interval. Values are 15 or 30.
script
<globalSettings> <callReporting> <serviceLevelType/> <serviceLevelThreshold/> <abandonCallWaitTime/> <answeredShortCallThreshold/> <defaultCallType> <refURL/> <name/> </defaultCallType> <defaultBucketInterval> <refURL/> <name/> </defaultBucketInterval> </callReporting> <agent> <agentPhoneLineControl/> <nonACDLineImpact/> <defaultDeskSetting> <refURL/> <name/> <defaultDeskSetting/> <loginNameCaseSensitivity/> <minimumPasswordLength/> </agent> <reporting> <reportingInterval/> </reporting> <script> <retainScriptVersion/> </script> </globalSettings>