80/20 Talk SLA

3 Comments

  • Kate L

    Hi Chris,

    Apologies for the delay in getting back to you. Are you trying to pull a report for calls received within the 20-second timeframe?

    If not, can you confirm what exactly are you trying to achieve here or at least your end goal here? If you could provide additional context so we can check if this is something we can achieve natively.

    0
  • Chris Smith

    Yes. I would like to establish a metric for percentage of calls answered within a specific amount of time.  In this case, the goal would be 80% of calls answered within 20 seconds.  I need to measure the percentage of time we meet that metric.

    0
  • Kate L

    Hi Chris,

    For starters, you can check this Explore recipe on getting the percentage of calls answered in a specific timeframe by creating a standard calculated metric like this example below:

    IF (([Call direction]="Inbound")
    AND (VALUE(Call wait time (sec)) >= 20))
    THEN [Call ID]
    ENDIF

    Hope that helps. Feel free to check out that recipe to know more about how you can achieve this report in Explore.

    0

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