IQ - Custom SL% excluding short aband

[afoxy]

IQ 5.2 SP3 - How do I create a custom SL% that excludes short abandoned calls in X secs?

Getting nowhere with local support on this Any help would be great.

[richchandler]

To create a custom service level you need to deconstruct the standard service level. The Short Abandons figure needs to be set.

The basic calculation needed is below. Dequeues are only appropriate to Queue based reports.

N.B. Not all measures are available in all subject areas.


Acceptables / (Abandons + Busies + Cancels + Accepts + Outflows + Dequeues - Short Abandons)

Rather than adding * 100 format the column as a percentage.