I'm looking at the historical Call Type 23 report and have a question. I'm seeing some calls that are showing up in the SL Error, SL RONA or Incomplete Tasks Half columns. Does anyone have any experience with these categories? I think I understand the Ring No Answer one, but am a little confused about the other two categories. Basically, it appears that calls hitting those categories are negatively impacting my service level, and want to ensure that those are in fact calls that should be treated that way. Any suggestions are appreciated.
I have this problem too.