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ITIL :: View topic - ABA formula
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ABA formula

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Joined: Apr 26, 2007
Posts: 1

PostPosted: Fri Apr 27, 2007 12:52 pm    Post subject: ABA formula Reply with quote


I'm in the process of redefining our Help Desks ABA (abandon rate) and I was wondering if there is an ITIL standard on how to calculate abandoned calls.

We have one Help Desk that is using 6 seconds for calculating abandon calls and our Help Desk is using 60 seconds.

I've heard of some Help Desks using 20 seconds.

How does someone come up with 6 seconds verses 20 seconds verses 60 seconds?
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3379
Location: London, UK

PostPosted: Fri Apr 27, 2007 7:43 pm    Post subject: Reply with quote

There is no standard from ITIL

6 seconds is basically 1 to 3 rings

The question for designing a Abandon call time limit


Ask your customers or certain customers ... how long you want them to wait for the automatic pick up and how long do you want them on Hold music
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Joined: Apr 23, 2007
Posts: 22

PostPosted: Wed May 02, 2007 9:37 pm    Post subject: Reply with quote


I think you can also differentiate between call pick up time and abandon rate.
Abandon call is a call that was not picked up and implement threshold of 6,10,16 (whatever) seconds for which the call has to wait in the queue before it counts as a valid call. (this is to avoid calls that last for 2 seconds and the users changes his/her mind).
Then you can use call pick up time to see how fast are the SD agents responding and measure it againts the customer demands again.

So the example targets would be:
Abandon rate - 5%
Call pick up time - 98% < 20s

Does it make any sense? Smile
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