Calculating TSF - Telephone Service Factor

[Jason]

I'm interested in knowing how others calculate TSF. Our phone reporting system calculates it as % of total calls answered AND abandoned within the specified time period.

Thanks,

Jason

[JoeB]

TSF, more commonly referred to as service level, is a combined metric that includes both responsiveness (calls answered within a predefined time threshold) and abandonment. There are several approaches to calculating TSF, reflecting the relative importance of abandoned calls to the organization. Additionally, there are different approaches to handling short abandonment, abandonment during VRI message etc.

The three most common equations are described in http://www.diagnosticstrategies.com/service_level.htm. Also, see http://www.diagnosticstrategies.com/abandonment.htm about the business importance of abandoned calls.