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07-08-2008, 04:58 AM
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Accessibility and Service Level measurement questions
I'm responsible for reporting in small Call Center. Recently I saw that we have on some pilotes many calls served too quickly (total duration of conversation <5 sec.) and a few abandons <5 sec. of waiting.
I'd like to modernise formulas to calculate accessibility and service level without these calls. I've prepared new formulas but can anyone confirm whether I'm right? ACCESSIBILITY Old formula: Accessibility = calls served / calls received New one: Accessibility = (calls served - calls served too quickly) / (calls received - abandons <5 sec. of waiting - calls served too quickly) SERVICE LEVEL Old formula: Service Level = calls served in time / calls received New one: Service Level = (calls served in time – calls served too quickly) / (calls received - abandons < 5sec. of waiting – calls served too quickly) "Calls served" including "calls served in time". "Calls served in time" including "calls served too quickly". Thanks in advance! 
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