We're looking at a queue statistics report for a call center and the "% Calls Serviced" is giving us a value we wouldn't expect. The agents we're reffering to in this report are only members of a single queue and the polling strategy for this queue is "Longest Waiting". The Ring Time for this queue is 12 seconds and the wrap up time is 7 seconds.
One of our technicians spent some time going through call records and reports and discovered that the "% Calls Serviced" appears to be based on the number of polls that occur every 12 seconds while a phone is logged in against the total number of calls during the employees time logged in. We were surprised to see this calculate like this as we expected the number of missed polls to be the way this was calculated. Our question is can someone explain the calculation that the "% Calls Serviced " uses? We're trying to determine with a new supervisor if this metric is useful for determing performance of call center employees.
An example we have from our queue statistics report is below. What's the calculation used to get "% Calls Answered" on a "Longest Waiting" call strategy.
One of our technicians spent some time going through call records and reports and discovered that the "% Calls Serviced" appears to be based on the number of polls that occur every 12 seconds while a phone is logged in against the total number of calls during the employees time logged in. We were surprised to see this calculate like this as we expected the number of missed polls to be the way this was calculated. Our question is can someone explain the calculation that the "% Calls Serviced " uses? We're trying to determine with a new supervisor if this metric is useful for determing performance of call center employees.
An example we have from our queue statistics report is below. What's the calculation used to get "% Calls Answered" on a "Longest Waiting" call strategy.
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