% ansd in x seconds for a given service lvl?

[ChrisH]

Anybody know of a tool that will let me determine the percent of calls answered in x seconds for a given service level? For example, if our service level is 80% answered in 30 seconds, assuming we meet that service level, what percent of calls will be answered in 60 seconds? In 120 seconds? I don't know if such a thing exists (I'm thinking it may not, since this could be largely dependent on caller tolerance), but thought I throw it out there.

Thanks!

[n_meghanath]

If I have understood right, When you say you have acheived your Service level it means you have answered 80 out of 100 calls "WITHIN" 30 seconds and the remaining 20 calls after 30 seconds. so what you wanted to know is how many out of those 20 were answered betwn 30-35 sec, how many betwn 35-40 sec blah blah.... or you wanted to forecast it :-))? Never get into those unless you are an expert in all those queuing theory and erlang formulaes.

[meimpossible]

Hi Chris
I would say that you have come up with the great question and a lot of people face this issue understanding the importance of answer rate in managing service level (interval wise).
Firstly you can see your results in Standard Reports in CMS Avaya under skill- call profile reports, wheein you can observe in how much time the calls were answered.
Secondly, the service level might get effected in next interval because of the remaining unanswered calls depending upon the No. of calls offered and answer percenatge in next interval.

But I would agree with n_meghanath, Never get into these problems :)