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. A 70 – 30 service level, means 70% of calls were answered within 30 Seconds. A third factor or metric is often added to Service Level: that is Abandoned Calls. Once again, this is appropriate.
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