Service Data 143
7. Available Data
As a simple example, if you had 50 calls that were answered in under 30
seconds and 80 calls that took longer than 30 seconds to answer, the ICR
would calculate the service level as follows:
50/(50+80) x 100 = Service Level %
In this example, the service level would be 38 percent.
ICR Service Level
The ICR tracks service level events to determine which calls to consider
when making its service level calculation. A service level event occurs
when:
A call is answered within the service level threshold. A call is abandoned within the service level threshold. A call reaches the service level threshold without being answered or
abandoned.
Any call that has a service level event is treated as a service level call
offered, which means that it will be used in the service level calculation.
The ICR provides a uniform calculation across all peripherals. The ICR
service level can be calculated in any of three ways:
Abandoned calls ignored. The number of calls answered within the
service level threshold divided by the number of calls that had a
service level event minus the number of calls that were abandoned
before exceeding the service level threshold. Calls abandoned before
the service level threshold expired are removed from this
calculation.
Abandoned calls negatively impact service level. The number of
calls answered within the service level threshold divided by the
number of calls that had a service level event. This treats abandoned
calls as though they had exceeded the service level threshold.
Abandoned calls positively impact service level. The number of
calls answered within the service level threshold plus the number of
calls abandoned within the threshold, all divided by the number of
calls that had a service level event. This treats abandoned calls as
though they were answered within the service level threshold.
The System Manager specifies which service level calculation to use
when the peripheral service is configured. Regardless of the ICR service
level calculation method being used, the ICR tracks the data needed to
calculate the service level using any of the three methods.
Peripheral Service Level
While the ICR calculates its own service level, it also tracks the service
level calculated by the peripheral. This service level, called the