AltiGen MAXCS 7.5 AltiReport - Manual (Page 70)

66 AltiReport Manual
•
% of Calls—Percentage that number is of the total number of inbound calls
([Abandoned] # of Calls/Inbound)
•
Overflowed/Redirected
• # of Calls—Number of such calls that were overflowed/redirected
•
% of Calls—Percentage that number is of the total number of inbound calls
([Overflowed/Redirected] # of Calls/Inbound)
• Total Service Level—Percentage of calls that met the service level requirement
(100% - (service level threshold>/Inbound calls)
•
Answer Service Level—Percentage of answered calls that met the service level
requirement (Total Answered Calls - than the service level threshold>/Inbound calls)
Data Source
All data from the table WGSUMMARY.