272 Template Reference
routes03_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 routes. A summary row
totals or averages the data for all routes listed in the grid.
Database Table
Route_Real_Time
Data
Calls offered. The total number of incoming calls and internal calls sent
to the route. Calls are counted as offered as soon as they are sent to
the route.
Calls handled. The number of calls answered and finished for the route.
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 route
that were abandoned within the ICR service level threshold.
Service level without abandoned calls. The ICR service level for the
route 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 route
including abandoned calls in the calculation.
Example