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Overflowed/Redirected Calls
•
# of Calls—Number of overflowed/redirected calls with queue time > service
•
level
% of Calls—Percentage that number is of the total number of inbound calls
•
([Overflowed/Redirected Calls] # of Calls/Total Inbound Calls)
Total Service Level—The percentage of calls whose queue time was within the
•
service level (100% - (<Total # of Calls in all 3 categories whose queue time was
greater than the service level threshold>/Total Inbound Calls)
Answer Service Level—Percentage of answered calls that met the service level
•
requirement (Total Answered Calls - <Answered Calls whose queue time was greater
than the service level threshold>/Total Inbound Calls)
The report data is also displayed in two graphs:
Figure 55. The top graph shows the percentage of calls that met the Total Service Level, by
specified time interval (day of week, in this case). The bottom graph shows the
percentage of answered calls that met the Answer Service Level, by specified
time interval.
Data Source
All data from the table WGSUMMARY
Chapter 3: The Reports
AltiReport Manual 99