About the service level:
(((Calls abandoned+Calls answered)-(Calls abandoned after threshold+Calls answered after threshold))*100)/(calls abandoned+Calls answered)
I see this formula is correct, but some people use different formulas.
Remember the higher the service level you wish to achieve, the more inefficiently you will be operating.
99% of calls in 1 second may leave you with staff who are waiting for a call for more than 50% of their day.
80/20 is probably as good as anything. Note that the average speed of answer and abandonment rate do not have a direct relationship with the service standard you have.
As a simple calculation
Call ansd in SS/All calls answd plus all calls abandoned.
I’m afraid I don’t agree Tim.
My calculations/modelling shows that for the same call load:
1000 calls of 180 Talk 20 wrap at a PCA target of 80/20 with a max agent occupancy of 75% requires an agent population of 81 to meet the PCA. With this number of Agts the ADD (Avg. Delay of a delayed call) is 28.9Seconds.
If, with the same call load, we seek to achieve a 90/10 PCA…..
We need 85 Agents (4 more) but the ADD goes down to 18.3 Seconds.
As a caller (and a CC manager), I would rather see all delayed calls experience a smaller delay AND a better PCA achievement for such a small Agent cost.