Calculations of displayed values

The table describes how the values are calculated.

ValueDescription

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 )