Joined: Sep 16, 2006 Posts: 3296 Location: London, UK
Posted: Fri Apr 27, 2007 7:43 pm Post subject:
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
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
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