I agree with Maggie and Sergio - different ACDs use slightly different formulae to factor in abandoned calls, and some allow you to modify the calculations and/or choose from a number of canned strategies, so it is impossible to simply “reverse engineer” the SL figure 84.9%.
There are three general approaches to calculate SL, depending on your perspective on abandoned calls, and, as Maggie pointed out, numerous nuances you may consider.
Example:
Call offered: 100
Answered within service level threshold: 70
Abandoned within service level threshold: 10
Abandoned exceeding threshold: 20
Methods to calculate service levels:
Abandoned calls have negative impact: 70 / 100 = 70.0%
Abandoned calls have positive impact: (70 + 10) / 100 = 80.0%
Abandoned calls ignored: 70 / (100 - 10) = 77.7%%.
See more about this in another thread
http://callcenterops.com/forum/showt...&threadid=175.
Joe Barkai
DIAGNOSTIC STRATEGIES
http://www.DiagnosticStrategies.com/
Tel. 781-433-0833