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% of Calls—Percentage that number is of the total number of inbound calls
•
([Abandoned] # of Calls/Inbound)
Overflowed/Redirected
•
# of Calls—Number of such calls that were overflowed/redirected
•
% of Calls—Percentage that number is of the total number of inbound calls
•
([Overflowed/Redirected] # of Calls/Inbound)
Total Service Level—Percentage of calls that met the service level requirement
•
(100% - (<Total # of Calls in all 3 categories whose wait time was greater than the
service level threshold>/Inbound calls)
Answer Service Level—Percentage of answered calls that met the service level
•
requirement (Total Answered Calls - <Answered Calls whose wait time was greater
than the service level threshold>/Inbound calls)
Data Source
All data from the table WGSUMMARY.
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AltiReport Manual
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