I always have a hard time reading service level formulas. Indeed, a couple of online publications list the same calculation twice, worded differently. We at Bright Pattern use the formula #4 so that short-abandoned calls have no impact, as people who abandon before the objective threshold give you no opportunity to answer their call at you target level of service.
Share
![Sergey Menshikov](https://blog.brightpattern.com/hubfs/0.jpeg)
About Sergey Menshikov
Vice President of Product Management at Bright Pattern with 20+ years in the contact center space.