Avaya CMS Supervisor Call Volume Reporting

[Antaew]

My question is, if call X goes to vector 1274 and is not answered, but rolls into another waiting queue (e.g., Tier 1), when Tier 1 answers that call, is call X included in the ACD count for Tier1? In that case, the sum above would be over-reported, because we have added the full inbound AE count to the ACD+Aban counts from other items.

Additionally, we are looking to report Total Service Factor. I see this on some reports as % Service Level, indicating a percentage of calls answered within “a predetermined goal.” Is there a way for me to verify how these reports are defining this goal?


Thanks!!