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To exclude errors from your service level calculation adjust the ServiceLevelCallsOffered by excluding error calls adjusted SL Offered calls SL Offered calls Total Error calls - ServiceLevelError. In this example abandoned calls have a negative impact ServiceLevel ServiceLevelCalls / At the skill group level the service level metric is useful for monitoring agent and skill group performance. In this case the ServiceLevelCallsOffered and ServiceLevelAband database fields are incremented. The...
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