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Service Level Calculations Messages in this topic - RSS


I need your assistance in a benchmarking survey I am currently conducting for the service level formula of our inbound queues which is currently as follows: Service level = {[(AN + AB) - (An + Ab)] / (AN + AB)}* 100 % AN is total answered calls AB is total abandoned calls An is answered calls after threshold Ab is abandoned calls after threshold. In our formula, calls abandoned before thresholds will increase the service level. Would you please provide me with the most popular service level formulas used in call centers?

- Ahmed Gamal
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