252 Chapter 8 Reports
Abandoned
Abandoned calls are calls that do not reach agents because callers hang up. Abandoned chats are chats that
do not reach agents because customers end the chat sessions before agents become available to chat.
Neither emails nor faxes can be abandoned. A call is considered a Call Abandoned (Long) call when the caller
hangs up after the Short Abandon time threshold. If you define a Short Abandon time of 6 seconds, and a
caller hangs up after 7 seconds, the call is considered a Call Abandoned (Long) call. A call is considered a
Call Abandoned (Short) call when the caller hangs up at or before the Short Abandon time threshold.
You define a Short Abandon time threshold for queues.
Interflowed
Interflow is a mechanism that directs a contact (call, email, SMS message, chat, fax) waiting in queue to
another answer point. When a contact has been waiting in queue for longer than the interflow time defined in
the system, the contact is interflowed and the interflow timer starts. If the interflow timer expires, the contact is
re-directed to yet another answer point. The interflow timer runs independently of the overflow timer.
The interflowed statistic represents the number of contacts removed from a queue and sent to another answer
point. Calls Interflowed (Short) calls are calls that interflow before the Short Abandon time threshold. Calls
Interflowed (Long) calls are calls that interflow after the Short Abandon time threshold.
The telephone system Dial Out of Queue feature is a user-initiated interflow feature which removes a call from
queue and sends it to an alternate answer point. A Dial Out of Queue call is considered a Calls Interflowed
call in the reports.
Service Level time
The Service Level time is the time used in calculating the queue service objective, such as 80 percent
(Service Level percent) of contacts answered within 120 seconds (Service Level time). You specify a service
objective for queues.
Service Level Count
Service Level Count = The number of contacts answered within the specified Service Level Time.
Service Level percent
Service Level Percent = Service Level Count
For calls and chats, the Service Level percent is the number of calls/chats which are handled, abandoned,
and interflowed before the Service Level time, compared to the total number of calls/chats handled,
abandoned, and interflowed. The Service Level percent = (Handled + Abandoned (Long) + Interflowed
(Long)) within the Service Level time ÷ Total (Handled + Abandoned (Long) + Interflowed (Long)).
For emails, SMS messages, and faxes, the Service Level percent is the number of emails/SMS messages/
faxes which are handled and interflowed before the Service Level time, compared to the total number of
emails/faxes handled and interflowed. The Service Level percent = (Handled + Interflowed (Long)) within the
Service Level time ÷ Total (Handled + Interflowed (Long)).
In Figure 8-1, the Service Level objective is to handle 80 percent of calls in less than 30 seconds. Calls that
wait in queue for 60 seconds are routed to voice mail.