Operational Indicators – Sevice Levels, ASA & Occupancy Rate
Taylor Reach Group
MARCH 19, 2018
The threshold is measured from the time that the calls arrive in the queue and does not include any time prior to that (e.g. time spent by the customers navigating the IVR menu). A 70 – 30 service level, means 70% of calls were answered within 30 Seconds. Centers such as 911 or emergency set their standards as 100 – 3.
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