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SLA Calculation to include 5% abandoned

Viewing 3 posts - 1 through 3 (of 3 total)
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  • 6th November 2004 at 23:30 #16620
    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

    9th November 2004 at 12:32 #16621
    Saeed Qadri
    Guest

    What is your average call length and handling times ?

    16th June 2005 at 08:15 #16622
    LeRoi
    Guest

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

    Help?

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Viewing 3 posts - 1 through 3 (of 3 total)
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