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SLA Report

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braken2000

braken2000

IS-IT--Management
Mar 20, 2013
36
GB
Hi,

I am trying to come up with a SLA report that shows % of calls answered within X seconds. However the actual measurement should be the following:
Calls Answered within X Seconds / (Total Calls Presented - Calls abandoned within 10 seconds)

Is this possible?

Thanks
 
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