Hi Angle. With an ASA of 18 sec, roughly half of your interactions are answered over 18 sec which is close to your SLA of 20 sec. A SL of 73% seems reasonable for your stats. In the Performance>Queues view you can select the metric "Met SLA" and then run your own calculation to verify the reported SL .
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Bruce Lambert
Bright Horizons Family Solutions LLC
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Original Message:
Sent: 03-29-2021 08:15
From: Angel Rodriguez
Subject: Service Level metrics
Is anyone else experiencing any challenges with how the reporting module reports service levels? The Queues section allow you to manually change the targets, but it is that a retroactive change (meaning you can run historical reports based on updated targets) or only for calls moving forward? We have a client that is doubting the figures produced by the reporting. They provided me with the following table. With the target being 80/20 and an ASA of 18 sec, why would the SL be 73%?:
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Angel R.
Original Message:
Sent: 03-01-2021 10:58
From: Julie Green
Subject: Service Level metrics
Hi
Kind of a random question, but I was curious if anyone uses different Service Level criteria besides 80/20 for their call centers. I know this has been industry standard for a long time but was curious if anyone has adjusted how they report service levels to clients?
#Reporting/Analytics
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Julie Green
Sentinel Benefits & Financial Group
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