service level

[afreihat]

if we have simple information like the total logged rep=100 and the answerd calls 2000 and ASA 90 sec , how we can calculate service level ? any 1 can help

[mhaqqi]

% IN SERV LEVL: The percentage of calls answered within the administered service level.

= Accepted *100/ACD calls + Abandoned

[n_meghanath]

ASA of 90 secs for 2000 calls answered

SVL : 80% in 30 secs threshold

Possibility
1000 were answered in 155 secs another 1000 in 25 secs- means 50% SVL
500 were answered in 285 secs another 1500 in 25 secs- means 75% SVL
So on....

calls answered in threshold, and calls offered are required to calculate a set SVL.