Trying to understand the 'service factor" % which is displayed at agent homescreen at thinclient. Currently I have 4 calls, 1 abandoned, which give 25% abandoned .. but service factor is 96%.. don't get how I get 96% out of this 4 calls..
the calculation of the service level in WebUI is completly different as in WindowsUI:
in WebUI: it is a pure average of the TSF of all topics, independent of the number of calls: sum (TSF each topic) / number of topics in WinUI: here in resulting line only topics where calls handled considered
.
Comment