Grade of service, for Call-center Reporting 2

[Norcomm262]

In the summary Reports it gives you a grade of service % and the customer wants to know how this number is calculated??? Any formulas or equations would help out allot...

Thanks in advance

 

[cook1082]

Lokk on the BCM for the documentation for CCR reports explained.

 

[gberger]

In case you didn't find it, here it is;

Grade of Service
A figure that represents the level of service provided to incoming callers based on Contact
Center response times. The figure is calculated as follows:
((Pre - AnCS - AbC) / Pre) * 100

Pre = Presented Calls
AnCS = Answered Calls
AbC = Abandonned Calls