ASA to Service Level conversion

[ELS1999]

Does anyone have a conversion calculation for ASA to Service Level or the other way? I support several smaller call centers which are managed to ASA, but we use staffing models that use service level. The target ASA has been 30 seconds and 75/40 for the longest time. However, we need to run scenarios at different levels of ASA and service level. Any help would be greatly appreciated.

[mhaqqi]

Hello ELS,

With respect to your question, There are a number of methods that ACDs use to calculate service level. Some systems allow you to specify the calculation that you prefer.

1. (Total calls answered+total calls abandoned in Y seconds) / (total calls answered+total calls abandoned) <---- I prefer this calculation It provides a complete picture of what is happening.

2. Total calls answered in Y seconds / total calls answered

3. Total calls answered in Y seconds / (total calls answered + total calls abandoned)

4. Total calls answered before Y seconds / (total calls answered + total calls abandoned after Y seconds)

I hope this information is helpful to you.

[Martijn]

You also need to take into account that there is not 1 asa corresponding to 1 servicelevel.

Depending on call volumes, aht, occupancy you get a different asa for the same servicelevel.

FE we have a small CC it gets a SL of 70/20 with an asa of 45, while a big CC we have gets a SL of 70/20 with an asa of 25.

[livebean]

I read your query and the response to it.... well you need help to this very simple problem of yours.

Do the following:

1. Go to the The call center school website and download TCCS Quickstaff

2. Write to me maheshpunia@livebean.net and I will help you to solve your issues using it.


take care

Mahesh Punia
CEO
LiveBean Consulting

[VP-Allard]

Couldn't you use CMS Supervisor for this?

Cheers,
Allard.

[swot_analyst1]

This is what I use when looking at Service Levels for a defined Application.
This also is documented in the Nortel Symposium Call Center Docs.

( Answered calls + Abandoned Calls) - (Calls Ans after threshold + Calls Abandoned after Threshold) / (Answered Calls + Abandoned Calls) x 100=

% Service Level.