View Single Post
Old 03-27-2013, 12:56 AM
richchandler richchandler is offline
Hot Shot
Join Date: Feb 2010
Location: UK
Posts: 23
richchandler has 10 reputation points

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.
Reply With Quote