Service Levels

[BusterBull]

I am trying to determine service levels for a small customer service call center. We have 2 queues, one for general inquires and another for tech inquires. The tech calls can get long, average of 400+ sec. I am only able to get granularity at under 2 min for "% of calls lost w/in X sec", anything over 2 min is grouped as one percentage. New software is not an option. Any suggestions?

[mikael]

<<" I am only able to get granularity at under 2 min for "% of calls lost w/in X sec", anything over 2 min is grouped as one percentage.">>

I would suspect that this can be changed, if you really needed to dig this deep. Is there a designated phone guru at your company, responsible for programming the switch?

Overall, what's your abandon rate?

I'd also look into the rationale for having 2 queues at 1st level. Given that yours is a small center, I'd think that the overhead of having two queues would be significant.