CMS Weighted Service Level - Remove ABAs <20

[CMick]

Hello,

I am working with CMS R12 and am wondering how to create a Service Level formula (across all skills) which will discount abandoned calls 20 seconds or less.

I am able to remove calls <20 seconds but am having difficulty creating a calculation to support this objective.

Would someone be able to help out?

Thanks very much,
-mick

 

[marcell55]

You would want to make the "Call Profile" for each skill so that the 1st increment is 20 seconds.

Then, your calculation would look something like this...

ACCEPTABLE / (CALLSOFFERED - ABNCALLS1)

 

[CMick]

Thank you marcell55.

Fortunately, a while back I did change Inc1 to be 20 seconds.

I will try the provided formula shortly and let you know how it turns out.

Thanks again,
-Mick

 

[marcell55]

Also keep in mind that if you want a percentage, you'll need to mulitply the entire calculation by 100.

 

[CMick]

Hi Marcell55,

This morning I attempted to utilize the
ACCEPTABLE / (CALLSOFFERED - ABNCALLS1)*100 formula and received the following error:

totals
The column must be the GROUP BY list.

Is this caused because I don't have a sum at the end of the formula? If so, would the sum formula look something like this? /sum ACCEPTABLE / (CALLSOFFERED - ABNCALLS1)*100

Thanks again for your help,
-Mick