Service Level - Reporting Performance

[Carrigman]

Service Level - the percentage of calls anwered within a specific time period e.g. 20 seconds - is measured in our ACD on a half-hourly basis. Given the business we are in there can be particular half-hours when there is an un-forecastable spike in calls. Our SL invariably takes a dip as a result. This affects the daily average. My view is that we should be portraying SL for the day/week/month in a stacked bar chart which indicates the number of half-hour periods we achieved a particular range of service levels e.g. 50-60%, 60-70%, 70-80%, 80%+. This would give a better picture overall of the real situation. Are any of you presenting the information in this fashion?

[jeryjay]

We can't control those spikes, its customer driven. But we could prevent it by overseeing the situation in advance. All we do is to gather data from same day 6 weeks back track and plug it in our in-hous Traffic management system. In this way we can preempt the coming situations and be ready for any surprising spikes.