[imran94]

Hi Greg,

Thanks for your reply. The ASA was 40 seconds and our service level is calculated over 90 seconds. Normally, I calculate the SL using: Calls Answered/Calls Offered * 100. Sometimes, the SL comes correct but fluctuating ASA doesn't give me the correct SL which I get thro email from my management but don't tell me how they got it.

Greg, so if the calls offered is say 3600 and calls answered is 3490, and ASA is say 40 seconds, how would we calculate SL.

Thanks a million.