Posted: Thu Jan 17, 2008 10:04 pm Post subject: Grade of Service
Hello , I have a question. Our PLA document has several KPIs and Grade of Service is one of the KPIs. The grade of service percentage is currently calculated as Total number of calls handled/Total number of calls offered*100. This looks like an issue as we see different values in numerator and the denominator. I got to know that the other way of calculating it is total number of calls offered within the ASA/ Total number of calls answered*100 , where the ASA is the average speed of answering and it is 20 seconds in our case. Does someone know what is standard way of calculating this ?
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