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Very good reply from Joe, however I would caution against using any method other than the "pure" formula reflected in his first example. While site mgmt (or anyone who has service level on their scorecard) would love to have abandoned calls within service level count to the positive, I favor metrics that keep to the main measurement objective - in this case a very simple "number of calls answered in service level". (You could of course also use ASA - Average Speed of Answer.)
If a segmentation of your abandon call population is needed (i.e. in "buckets" of X % abandoned in Y seconds) you could develop a metric for your abandon service performance. I assume site mgmt might still attempt to use the "under service level" abandons to justify service short falls. The advantage is that it will be clear to all at what intervals your abandons occur. From this data you can assess your servicing strategy, i.e. is your current SLA meeting your customers expectations?
Just my two cents worth.
Rick
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