250 Template Reference
persvc03_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 peripheral services.
This grid also provides a summary row that totals or averages the data in
each column for all services listed in the grid.
Database Table
Service_Real_Time
Data
Calls offered. The total number of incoming calls and internal calls sent
to the peripheral service. Calls are counted as offered as soon as they
are sent to the peripheral service.
Calls handled. The number of calls answered and finished for the
peripheral 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
peripheral service that were abandoned within the ICR service level
threshold.
Service level without abandoned calls. The ICR service level for the
peripheral 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
peripheral service including abandoned calls in the calculation.
Example