Tsf

[bucky101]

I need to calculate a percentage of calls answered within 30 seconds. This is TSF
However my TotNNew/TotNIncome is less than my TotNTSF
My TotNConvWait=<30 is also less than my TotNTSF+

When I run a CDR report for the previous day, my ToTNNew/TotNIncome matches the amount of records in the CDR report. So where are these additional calls used for the TSF coming from??

[kalpanaautade]

If Agent not answered the call and get routed to another agent who answered within threshold then totNTSF will be 2 and totNTSF+ will be 1. That is how calls will not match with totNNew.