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I would like to share this reply I got from an online friend, which actually explained it a bit more:
Your 84.9% service level is calculated by your reporting
software. The reporting software captures in how many seconds each call is
answered so then you can analysis reports to not just see how many calls are
answered within 90 seconds but also by whatever time ranges you wish to
consider. 84.9% service level means that 2839 calls(84.9% * 3345) were
answered within 90 seconds. The remaining calls were answered in 91 seconds
or more. Calls Answered / Calls offered gives you your answer rate (97.2%)
or in reverse, your abandon rate (2.8%). It is only a coincidence that
sometimes the service level coincides with your answer rate.
.....I think what confused me was "the number of calls answered in 90 seconds". I would think this to be in a different way. I would think , say, 230 calls are being taken within 90 seconds, meaning, say for instance, from 12:00:00 am to 12:01:30am, 230 calls were taken.
But Now I would say, 90 seconds is the time when a call is taken, right? That each of the 230 calls were answered within 90 seconds.
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