The service level is calculated by taking the number of calls answered in a time range and dividing it by the total calls answered plus the total calls abandoned minus the calls abandoned within a 2nd time range....
(calls answered in[Time Range])
100x -------------------------------
total answered + total abandoned abandoned in[Time Range 1]
Put some figures in it to make some sense...
Therefore if...
Required Service Level Report=20 seconds...
Total calls=400
Answered within SL=200
Answered over 20secs=100
Abandoned in less than 10 secs=50
Abandoned in greater than 10 secs=50
The calculation is as follows
100x(200/((300+100)50))
=57.14
The configuration of the time ranges is done in the Stat Server. You need a section called 'TimeRanges'. In this section you can name the time ranges, and define their range, such as..
Name Value
Range020 020
Range030 030
(You need to restart Stat Server for these to become active.)
Then, in CC Pulse (5.20) you can set the properties of the ServiceFactor statistic to these ranges. I have created a view that gives the Service Level for 010, 020,030, 040, 050, 060. The management seem to like this view.
My only question is, what does CCPulse use as the default value if you do not have any time ranges configured in stat server?
