Creating Service Levels

Frequent Visitor

5 years ago

Anonymous
The below is a sample screen shot. My concern is the totals in the calls answered in 60 sec, ASA <70, and Serice Level <60, do not equal what is displayed.

Here is some sample data to assist:

Number	Date	Arrival	Type	User ID	Ring	Talk	Wait	ACW	Wrapup Time	AHT	ASA
50040	1/4/2021	8:30:05	Q	48108	0.05	0.48	0.07	0.03	0.17	0.68	0.07
50040	1/4/2021	8:30:20	Q	48153	0.02	0.28	0.07	0.03	0.17	0.48	0.07
50040	1/4/2021	8:30:48	Q	48153	0.02	0.50	0.07	0.03	0.17	0.70	0.07
50040	1/4/2021	8:30:49	Q	48108	0.02	0.62	0.07	0.03	0.17	0.82	0.07
50040	1/4/2021	8:31:24	Q	48153	0.02	0.32	0.07	0.03	0.17	0.52	0.07
50040	1/4/2021	8:31:38	Q	48108	0.03	0.40	0.15	0.03	0.17	0.60	0.15
50040	1/4/2021	8:32:34	Q	48153	0.08	0.22	0.08	0.03	0.17	0.42	0.08
50040	1/4/2021	8:32:44	Q	48108	0.07	0.48	0.07	0.03	0.17	0.68	0.07
50040	1/4/2021	8:32:47	Q	48153	0.02	0.37	0.13	0.03	0.17	0.57	0.13
50040	1/4/2021	8:32:53	Q	48153	0.02	0.30	0.47	0.03	0.17	0.50	0.47
50040	1/4/2021	8:33:15	Q	48108	0.05	1.00	0.32	0.03	0.17	1.20	0.32
50040	1/4/2021	8:33:26	Q	48153	0.02	0.22	0.27	0.03	0.17	0.42	0.27
50040	1/4/2021	8:34:41	Q	48153	0.02	0.60	0.05	0.03	0.17	0.80	0.05
50040	1/4/2021	8:34:56	Q	48108	0.03	0.42	0.05	0.03	0.17	0.62	0.05
50040	1/4/2021	8:35:24	Q	48153	0.05	0.27	0.23	0.03	0.17	0.47	0.23
50040	1/4/2021	8:35:36	Q	48108	0.07	0.85	0.12	0.03	0.17	1.05	0.12

The data is originall in HH:MM:SS format and has been covnerted to deminal minutes. Appreciate the help and assist.

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