CMS : How to calculate % within Service level with example?

Doc ID		SOLN318164
Version:		3.0
Status:		Published
Published date:		29 May 2021
Created Date:		15 Nov 2017

Author:

Srishti Jaiswal

Details

Version independent

Problem Clarification

I have pulled a report on CMS Rel.17 (Split/Skill call profile > Historical). I would like to know how to calculate the % within Service Level.

The formula used is 100 * (ACCEPTABLE / CALLSOFFERED).

Cause

Working as designed

Solution

Since Acceptable Service level is set to 70 sec, % within Service level will consider calls answered before 70 sec(till 60 sec in attached report). That’s make up 63 ACD calls(42+2+6+4+3+1+5= 63) which were answered before acceptable level. Skill got total 1851 ACD calls out of which 653 were abandon calls.

That’s makes % within Service level = 3.4 % (63/1851).

Attachment File

% Within Service level.docx
0Bytes • < 1 minute @ 56k, < 1 minute @ broadband

Additional Relevant Phrases

Acceptable = nCallACD within AcceptedSrvcLvlSeconds

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