Service Level measurement questions

[Neil_Mur]

Hi Folks,

I am looking for some opinions on the pros/cons/pitfalls, etc. on measuring a monthly performance metric for service level that looks at the % of days service level was achieved as opposed to measuring performance against the cumulative calls answered in threshold.

In simple terms – a metric that targets achieving PSL 80% of days in the month, instead of the more traditional target of 80% of calls offered in the month answered in threshold.

Any feeback/experiences would be greatly appreciated!
N