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You need to ask your self why your company is changing its SL!
If it just for the pupose of improving SL adherence then this is wrong!
If you extend your % time by 120 seconds then you must reduce headcount otherwise Agent occupancy will drop sharply resulting in serious in-efficiencies!
What quantative data has been used to set an extended % time threshold??
Do you have Customer Survey/Feedback data that indicates that your customers are prepared to wait up to 3 minutes for their call to be answered!
In this situation you may improve your SL adherence but your C. Sat may be adversely affected!
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