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  #1 (permalink)  
Old 06-28-2002, 07:04 AM
Join Date: May 2002
Location: Oklahoma City
Posts: 0
ASA and SVL Correlation

I am battling with our Telecom department over our service level calculations. Can anyone share with me the various levels of service and the corresponding ASA's that they see. We are an 80/20 operation and I am seeing some very weird reporting on our ASA as related to Service Factor. I would be interested in other centers that run the 80/20 goal and what they see when they hi 80%, 85%, as far as ASA's.

Any help would be appreciated.

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  #2 (permalink)  
Old 06-30-2002, 01:48 PM
Join Date: Dec 2001
Posts: 0
If you could be more specific or give some examples, I might be able to help. In working with our resource group, we have come across some situations where a first glance did not logically make sense.

Last edited by smack; 06-30-2002 at 01:51 PM..
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  #3 (permalink)  
Old 07-01-2002, 07:45 AM
Join Date: Nov 2001
Posts: 5
Service level reported by the ACD is a function of the calls answered within you SL threshold (not ASA) and the number of abandoned calls. The actual calculation depends on the ACD, and some offer more than one variant, depending how you look at abandoned calls (e.g. do they represent a missed opportunity or just a necessary evil?) The different formulas can easily result in 10% difference in SL, which may explain your dispute with the telecom dept. Feel free to email me with the specifics.

Joe Barkai
Tel. 781-433-0833
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  #4 (permalink)  
Old 07-01-2002, 12:47 PM
Join Date: Jun 2002
Location: Orlando, FL
Posts: 0
An issue with the ASA / Service Level discrepancy I have seen before is that the reporting system requires Service Level Thresholds to be set prior to the reporting interval. If these aren't set, all of your calls will fall as out of service level. For a VERY rough calculation, you can use the out of service level % times service level target for an ASA. For instance, with you 80/20, ASA should be about 25 seconds. This accounts for some calls having no waiting and some having a high wait period. If you have a service level of 80% in 20 seconds and your ASA is over 30 or 40 seconds there may be an issue in the reporting system.
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  #5 (permalink)  
Old 11-05-2002, 06:18 PM
Join Date: Nov 2002
Posts: 0
I think if you download PhoneCalc from ww.mitan.co.uk it will help you understand the relationship between ASA, service level, call duration, and abandon rate.
PhoneCalc will let you do everything you need to understand this in free demo mode (no time limit).
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  #6 (permalink)  
Old 11-08-2002, 07:56 AM
Join Date: Nov 2001
Posts: 5
There may be some confusion between service levels as defined by call center calculators (often referred to as Grade of Service - GoS, which is an old telephony term) and service level as defined by ACD systems.

GoS is defined as the number of calls answered within a given threshold (e.g. 80% of calls within 60 seconds). Meeting this objective doesn’t mean that the AVERAGE response time is 60 seconds – ASA will be much better than that. There in no simple formula to convert from GoS to ASA – it depends on call load, resources, etc., which is where call center calculators are handy.

Service level calculated by the ACD is different. It tracks the number of calls offered, answered and abandoned within a predetermined time threshold (e.g. the 60 seconds above). There are three basic formulae to calculate service levels, depending on your strategy for treating abandoned calls, which as I noted above, can lead to significant differences in service level figures.

Typing equations here is challenging – email (jbarkai@DiagnosticStrategies.com) me if you want the formulae for calculating service levels.
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