Dear Experts - SL?

[Ratna Tanubrata]

Dear Experts

Anyone can helP?

I got call oferred 205041 / month
with description as follows

call abandon by system = 14384
call IVR ended = 27216
call queue ended = 111706
call answered = 48623
call abandon in agent = 3112

my assumption to get SL result was call oferred - call abandon in agent / call oferred * 100%
so then 205041 - 3112 / 205041* 100% = 98%

or should i include " Call abandon by system and call IVR ended and call queue ended" as A total call abandon ?

please advice , i m in doubt

best regards
ratna
(ratnadtanubrata@yahoo.com)

[NBosch]

Okay.... ýou are basically looking for your service level at the Abandoned Call Level.
This can be a tricky one, as your data shows, as it depends on your definition of an abandoned call or ended call.

I have worked for organisations that would count every call that is not handled by either the IVR or an Agent, to be abandoned calls.
(Which would lead to a 37% Service Level)

Personally I think the key with this approach is to define with which calls the customer is served and with which he is not. This depends on how you have set up your IVR System.

With a more precise picture of the situation, I might be able to offer you some more help, so you can drop me a line at bosch.niek@gmail.com so that I can have a look at it... if you want me to :).

Niek Bosch