Service level calculation from which point

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Aug 24th, 2010
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Dear All,

I would like to know about Service Level Calculation which point its started calculate from customer call.

for example if we define 80/20 Service level means 80% of the calls should answered with in 20 seconds.

And call flow as follows

Customer calls call center toll free...

1. Playing welcome message (10 Seconds)

2. Asking for language prefernce (10seconds, 3 retry, 3 no entry)

3. Asking for servcie selection (15 seconds, 3 retry, 3 no entry)

4. Transfer the calls to queue to skill group node, if agent is ready call will transfer to agent otherwise it is playing queue music.

so in this call flow from which second call is started calculation service level.

Please help me ASAP.

with Regards,


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david.macias Tue, 08/24/2010 - 04:45
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Best practice is to start your SL counter right before the call queues.  This prevents your SL to be negatively affected by people who take a long time in the IVR or hang up in the IVR.  Use a call type right before the queue to skill group node.


manivannan.para... Wed, 08/25/2010 - 00:31
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Dear David,

Thanks for the reply, So SL is calculated from the CallType Node what we specify in the script, or call Type which is associated to queue to skill group node script.

with Regards,


david.macias Wed, 08/25/2010 - 05:48
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It depends on your script, but it should be a call type specified in your queuing script.



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