Setting Different Thresholds for Service Level & Abandonment Rates

[ccmaster]

We recently converted from MAX to Symposium 4.2. Our company has 20 call centers with over 700 agents. We're attempting to establish our service level and abandonment rates for both real-time and historical reporting. Our company's definition for service level is 80% of answered calls are answered in 20 seconds and excludes calls that are abandon within 10 seconds for abandonment rate purposes. Symposium only provides for pegging of one threshold for service level at both the Application and skill set levels and we need two.

Does anyone have any ideas how to handle this problem?

 

[ErwinStevanus]

I always think that this is system limitation. Symposium has only one threshold for both call answered and call abandoned.

Question : I don't know about MAX but can you do this in MAX ?

One workaround that I could think of is to use the call spectrum for the application report. This requires you to create a customised report using Crystal Report.

To exclude the calls abandoned before 10 secs you need to use the call abandon spectrum.

Valid Abandoned = dApplicationStat.CallsAbandoned - (dApplicationStat.AbdDelay2 + dApplicationStat.AbdDelay4 + dApplicationStat.AbdDelay6 + dApplicationStat.AbdDelay8 + dApplicationStat.AbdDelay10)

Now you can use Valid Abandon for the Service Level Calculation.

As for the realtime status and skillset reporting, I could not think of any workaround at the moment. They both do not have call spectrum as compared to the application statistics

Does anyone has other ideas?