Service Factor

Definition

The Service Factor statistic calculates the percentage of incoming calls answered within the Service Factor Threshold.

For the contact center - The percentage of all calls answered by agents faster than the Service Factor Threshold during the monitored period.

For a service - The percentage of all calls associated with the selected service answered by agents faster than the Service Factor Threshold during the monitored period.

This statistic excludes interactions derived from transfers.

Calculation

When an interaction that was in both the Queued and Delivered states at some point in time changes to the Completed state, Ivanti Voice performs the following operations.

For the contact center:

  1. Calculates the time span from when the interaction first entered the Queued state to when the interaction first entered the Delivered state.
  2. Compares the time span with the Service Factor threshold.

•If the time span is shorter than the Service Factor threshold, Ivanti Voice increments both the count of interactions within the Service Factor threshold and the total number of interactions during the monitored period.

•If the time span is longer than the Service Factor threshold, Ivanti Voice increments only the total number of interactions during the monitored period.

  1. Performs the following equation for the entire contact center:

For the service associated with the interaction:

  1. Calculates the time span from when the interaction first entered the Queued state to when the interaction first entered the Delivered state.
  2. Compares the time span with the Service Factor threshold.

•If the time span is shorter than the Service Factor threshold, Ivanti Voice increments both the count of interactions associated with the service that are within the Service Factor threshold, and the total number of interactions associated with the service during the monitored period.

•If the time span is longer than the Service Factor threshold, Ivanti Voice increments only the total number of interactions associated with the service during the monitored period.

  1. Performs the following equation: