198 Template Reference
entsvc03_effect_of_aban_on_servicelevel
Description
This template generates a real-time grid that shows the effect of
abandoned calls on the service levels of selected enterprise services.
This grid also provides a summary row that totals or averages the data
for all peripheral services listed.
Database Table
Service_Real_Time
Data
Calls offered. The total number of incoming calls and internal calls sent
to the enterprise service. Calls are counted as offered as soon as they
are sent to the enterprise service.
Calls handled. The number of calls answered and finished for the
enterprise service.
Calls abandoned. The number of calls in which the caller hung up
before being connected with an agent.
Calls abandoned within service level. The number of calls to the
enterprise service that were abandoned within the ICR service level
threshold.
Service level without abandoned calls. The ICR service level for the
enterprise service without including abandoned calls in the
calculation.
See also:
For more information on service level calculations, see Chapter 7,
“Available Data.”
Service level with abandoned calls. The ICR service level for the
enterprise service including abandoned calls in the calculation.
Example