PureEngage On-Premises

Hello,
I really try to find out, what exactly ServiceFactor means and I'm really confused.

I have this statistic running on a virtual queue and I get about 30%.

When I look at the formular in the manual

servicefactor = #answered/(#answered+#abandoned-#shortabandoned)
this means I would have twice as much abandoned then answered (ignoring the shortabandoed) to get appr. 1/3.

It is hard to believe I have that many abandoned calls (since in the historical reports there's only a very small number of abandoned calls.

Could anybody explain a little, what the statistic measures...

Thanks,
Michael

 

Hi Michael,
The formula listed does not take in to account the time ranges of when/if a call was answered.
Think of service factor as the number of calls that were answered within a specified period of time.  So if your goal is to answer 80% of your calls within 2 minutes and you define your short abandoned calls as any call that hangs up in less than 20 seconds. 
Then you can think of the formula as (Number of calls answered within 2 minutes)/(number of calls answered)+(number of call abandoned)-(number of calls short abandoned in less than 20 seconds).  With the whole formula multiplied by 100 to get the percentage.
So if you take one call in an interval that is answered in 30 seconds your Service factor would be 100 * (1/1-0-0) = 100%
If you take one call in an interval that is answered in 130 seconds then Service Factor is 100*(0/1-0-0)= 0%
Let us know if you have further questions or concerns about your reports please open a case for review.

Best Regards,
Neil