Call Center Service Levels: Calculations, Metrics, & Industry Standards
Callminer
MARCH 23, 2020
Finally , the last method uses a threshold that accounts for short calls, counting abandoned called before the threshold as a positive. Total calls answered within threshold +calls abandoned within a shorter amount of time than the threshold / total calls answered + total calls abandoned * 100%. Formula #5. 860+10)/(1000+60)*100%= 82%.
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