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data analyses, SL
Heres some data which I would appreciate if it could be interpreted some how. The data is from 12AM to 1:30PM.
Calls Offrd: 3442
ACD Calls: :3539
Max Delay: 8:46
%Calls within service level: 84.9
Avg Talk time: 4:50
Avg Aban Time: 1:13
Aban Calls: 97
%Ans: 97.2
Avg Out Talk T: :09
Avg # Staff: 19.7
Calls offerd/Staff: 92.9
AVG After Call Work: :21
From the above data, the SERVICE LEVEL is 84.9 %. Please let me know how that figure was reached at and if there is any direct calculation from the above data by which we can get the 84.9% SL. Thanks.
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