Service Level is the percentage of offered call volume (received from VG) that will be answered with in x seconds. for example some services oriented call centers have 80% of calls answered in 20 sec in busy hour.
Service Level goal determines the following things:
- Number of agents required for a call center.
- Percentage of calls that will be queued.
- Average time, calls will be in queue.
- Number of PSTN trunks
- IVR ports.
Formula to Calculate the Service Level is
(Total Calls - Answered Calls After T -Abandon Call After T / Total Calls. ) * 100
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