Service Level Calculations Infographic

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Service Level Calculation Infographic

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.

Sergey Menshikov

About Sergey Menshikov

Vice President of Product Management at Bright Pattern with 20+ years in the contact center space.

What’s a Good Service Level or ASA Target? Flexible CRM Integration: It’s a Deal Breaker

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