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
