Service Level Threshold Clarification from admin doc

[jadiebear]

Hi all

I read the thread959-700548 back in Nov 03 and still do not get the clear answer from Supernn. LittleGremlins asked if he wants to have service level committment is 90% of the calls answered in 30 seconds, what should be the value for service level threshold? is 30 the right answer?

The admin guide explanation is confused since it used value 20 for both answered time and service level threshold and did not explain where is service level objective of 80 come from.

Could someone shed some more lights on this issue.

Thank you very much.

 

[atascoman]

Hi. If you set the service level threshold to 30 that means that your longest acceptable answer delay will be 30 seconds. It also applies to the abandoned threshold number. An abandoned call would have to be at least 30 seconds old to be considered a valid call. Calls that appear on the answered after threshold and abandoned after threshold are both negative stats. I typically adise call center managers to only worry about the abandoned after threshold calls. The service level formula on the reports uses more than these two stats, but the service level threshold settings will greatly affect the reported service level. If you want a service level of 90% for your call center that means that your goal would be to have a bare minimum of abandoned calls and that 90% of your calls are answered in less than 30 seconds assuming that your service level threshold is set to 30.