FINDINGS

• Calls abandoned before the minimum abandoned are NOT counted in the GUI GOS
• Calls abandoned before the minimum abandoned ARE counted in the Reports GOS
• This discrepency is the major reason why the GOS figures differ from GUI to Reports
• SO WHY THE DIFFERENCE BETWEEN GOS AND SERVICE LEVEL in reports?

First, Service Level has no bearing on the GUI

Service Level only appears in Queue Productivity Report and Queue Interval Report

Purportedly, Service Level in Reports [does/does not] not account for minimum abandoned, hence why there are discrenpencies

10 Calls starting at 17:12 to queue 2354

1st 6 answered within service level

last 4 abandoned before minumum

10 Calls starting at 18:00 to queue 2390

1st 6 answered within service level

last 4 abandoned before minumum

concluded 18:02

10 Calls starting at 18:21 to queue 2391

1st 6 answered within service level

last 4 abandoned after minumum

concluded 18:23