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Non-Mitel Chatter / High abandon rate with high service level???
« on: September 12, 2018, 08:21:22 AM »
Hello there,
we use Mitel in our contact centre. we have many different queues but the majority are set at 80%/210 seconds service level and a 10 second threshold for short abandoned calls. Lately I have noticed what seem like starnge occurences:
-abandon rates of 25% (we have been extremely busy)
-answer rate of 74%
-but our service level result is high at 85%
This seems ilogical to me and we cannot figure out why this is happening.
Are their plausible scenarios that can yield such results?
Thank you
we use Mitel in our contact centre. we have many different queues but the majority are set at 80%/210 seconds service level and a 10 second threshold for short abandoned calls. Lately I have noticed what seem like starnge occurences:
-abandon rates of 25% (we have been extremely busy)
-answer rate of 74%
-but our service level result is high at 85%
This seems ilogical to me and we cannot figure out why this is happening.
Are their plausible scenarios that can yield such results?
Thank you