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 (TREAT THEM AS IF NON-EXISTING - I don't want to assume that we could serve calls which abandoned).
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!
Mario

Mario,

In theory the formulae will work fine but....

Why are you geting the short calls?

Also I'm not sure how you can answer a call too quickly!

HTH

DaveA

Calls served too quickly are calculated as calls with total duration of conversation before 5 sec.
I assuming that these calls as well as calls abandoned before 5 sec. are mistakes (wrong number, somebody connected to consultant by selecting the wrong option in the IVR etc.) and I'd like to treat them as if they didn't exist.

Cheers!
Mario