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UCCE Service Level Type

As I know there are three type

Abandoned calls ignored : Don't care the abandon call for SL calculation
    = Call within SL / (Total Call - Abandon call before SL time expire)
Abandoned calls negatively impact service level : Treats abandoned calls as though they had exceeded the service-level threshold
   = Call within SL / Total Call (included abandon call in calculation)
Abandoned calls positively impact service level : Treats abandoned calls as though they were answered within the service-level threshold
   = (Call within SL + Call Abandon within SL) / Total Call

Any one please, suggest me which situation or practical that we gonna use on each type?

Abandoned calls negatively impact service level

Abandoned calls ignored : Don't care the abandon call for SL calculation
    = Call within SL / (Total Call - Abandon call before SL time expire)
Abandoned calls negatively impact service level : Treats abandoned calls as though they had exceeded the service-level threshold
   = Call within SL / Total Call (included abandon call in calculation)
Abandoned calls positively impact service level : Treats abandoned calls as though they were answered within the service-level threshold
   = (Call within SL + Call Abandon within SL) / Total Call

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UCCE Service Level Type

So it all depends on your business rules.  I prefer the first one as to not skew the SL statistics.  However, some call centers prefer to treat abandons as "answered" calls to help their SL (this is for positively impact).  Other call centers take a hit on the SL if a call abandons during queue.  Again, it all depends on your business rules or any contractual obligations you might have.

david

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