Hi,
The contact centre that I work in has just been told by the powers that be that we need to change the way we calculate out service levels.
Previously, we have been using the following formula:
100* (ACCEPTABLE / ACDCALLS)
We have now been told that instead of using just the ACDCALLS, we need to take into account the amount of calls offered (ie ACD Calls plus abandoned calls).
My Avaya knowledge is relatively basic and self taught, I have tried formulas similar to what you would input into Microsoft Excel, but to no avail. An example:
100* (ACCEPTABLE / ACDCALLS + ABNCALLS)
or
100* (ACCEPTABLE / (ACDCALLS + ABNCALLS))
Please help!
Jon |