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ITIL :: View topic - Grade of Service
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Grade of Service

 
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 117

PostPosted: Thu Jan 17, 2008 10:04 pm    Post subject: Grade of Service Reply with quote

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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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 117

PostPosted: Sun Jan 20, 2008 8:38 pm    Post subject: Grade of Service Reply with quote

Any replies mates?
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