Generic selectors
Exact matches only
Search in title
Search in content

SLA Calculation to include 5% abandoned

Viewing 3 posts - 1 through 3 (of 3 total)
  • Author
    Posts
  • #16620 Reply
    Nicola
    Guest

    Hi, we currently have a SLA of 80% of calls answered in 20, however it is understood that 5% of calls will always be abandoned. Effectively only 95% of calls will be presented to agents, therefore it would be impossible for us to actually achieve an 80

    #16621 Reply
    Saeed Qadri
    Guest

    What is your average call length and handling times ?

    #16622 Reply
    LeRoi
    Guest

    Hello guys
    I’m trying to find out about World Class Sla’s.

    Help?

Viewing 3 posts - 1 through 3 (of 3 total)
Reply To: SLA Calculation to include 5% abandoned
Your information:




<a href="" title="" rel="" target=""> <blockquote cite=""> <code> <pre class=""> <em> <strong> <del datetime="" cite=""> <ins datetime="" cite=""> <ul> <ol start=""> <li> <img src="" border="" alt="" height="" width="">