Calculations of displayed values
The table describes how the values are calculated.
| Value | Description |
|---|---|
|
Calls/Chats/Emails Arrived Today |
Handled + queuing |
|
Conversations (Total) |
Handled + abandoned + false attempts |
|
SL % |
100 x answered on time / (handled + abandoned) |
|
False Attempt % |
100 x false-attempts / (handled + abandoned + false attempts) |
|
Abandoned % |
100 x abandoned/ ( handled + abandoned + false attempts ) |
|
Handled % |
100 x handled / ( handled + abandoned + false attempts ) |
|
Average Queuing Time |
(Total queuing time of answered + total queuing time of abandoned) / (handled + abandoned ) |