Quote:
Originally Posted by mhaqqi
1. (Total calls answered+total calls abandoned in Y seconds) / (total calls answered+total calls abandoned) <---- I prefer this calculation It provides a complete picture of what is happening.
2. Total calls answered in Y seconds / total calls answered
3. Total calls answered in Y seconds / (total calls answered + total calls abandoned)
4. Total calls answered before Y seconds / (total calls answered + total calls abandoned after Y seconds)
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We use method #2 in our call center to measure service level but I like the idea of method 4 that you present here. I don't think our ACD captures the 'total calls abandoned after y seconds' data though.