The Resource Center definition for Service Level notes that "Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs and do not count as answered within service level...".
Callbacks do not count as answered within service level, but does the service level formula count them either in the number of answered interactions or in the number of interactions that missed the service level target?
#Reporting/Analytics------------------------------
Bruce Lambert
Bright Horizons Family Solutions LLC
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