Service Level in Realtime Information

[kkchee]

How to set the service level in Realtime information display?

The service level would be define as :

Service Level = (Total Calls - Abandoned Calls) / Total Calls * 100%

Please advise. Thanks.

[marquardt]

Use the Accept level

In IPOCC use the

Accept level (topic)
or
Accept Level per shift (topic)

[kkchee]

In IPOCC use the

Accept level (topic)
or
Accept Level per shift (topic)

Thanks for the info. Please do correct me if I'm wrong. The calculation for Accept level :

Incoming calls / (received calls - short calls)
Short call is a call without conversation with a waiting time <N sec [default: 10 sec]

It does not take abandoned calls into consideration ?

[kruegerb]

yes, the calculation is correct.
the default of short codes is N=5 sec, N is configured in IPOCC UI -> configuration -> System -> Reporting settings -> 3. wait time (Number of unanswered calls)