Weighted Service Level Formula

[CMick]

Good Afternoon,

For a while now, I've been trying to capture a weighted Service Level within CSM R.12.

I've adjusted the Call Profiles to my need and am now looking to capture a CSL which discounts abandoned calls <20 seconds.

Would someone be able to review my formula and let me know why it might not be working? I'm also unsure on how I could sum this (which is the error I am receiving).

ACCEPTABLE / (CALLSOFFERED - ABNCALLS1)*100

Any help would be greatly appreciated.

Thanks very much,
-Mick

 

[marcell55]

100 * ((sum(ACCEPTABLE)) / (sum(CALLSOFFERED) - sum(ABNCALLS1)))

 

[CMick]

Hi marcell55,

Thank you very much for helping me out through the struggle of trying to make it work. Your formula was exactly what I needed to fulfill my objective.

Thanks again,
-Mick