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Case
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Impact
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-
If a conversation is routed to an agent within the SL threshold and the agent accepts (whenever it is accepted)
|
chats_offered =1
chats_answered=1
chats_abandoned = 0
service_level_offered = 1 service_level_answered = 1
service_level_abandoned= 0
|
|
2. If a conversation is queued, the customer abandons before it got routed to the agent and before the SL threshold expires
|
chats_offered =1
chats_answered=0
chats_abandoned = 1
service_level_offered = 1 service_level_abandoned = 1
service_level_answered =0
|
|
3. If a conversation is queued, routed to an agent within the SL threshold but the customer abandoned before the agent accepted
|
chats_offered = 1
chats_answered=0
chats_abandoned = 1
service_level_offered = 1 service_level_abandoned = 1
service_level_answered =0
|
|
4. If a conversation is queued, routed to an agent after the SL threshold but the customer abandoned before the agent accepted
|
chats_offered =1
chats_answered=0
chats_abandoned = 1
service_level_offered = 0 service_level_abandoned = 0
service_level_answered =0
|
|
5. If a conversation is queued, routed to an agent after the SL threshold and the agent accepted
|
chats_offered =1
chats_answered=1
chats_abandoned = 0
service_level_offered = 0 service_level_abandoned = 0
service_level_answered =0
|
|
6. if the conversation is routed to an agent after the SL threshold, the agent does not accept (RONA)?
|
chats_offered =1
chats_rona =1
chats_answered=0
chats_abandoned = 0
service_level_offered = 0 service_level_abandoned = 0
service_level_rona=0
service_level_answered =0
|
|
7. If the conversation is routed to an agent within the SL threshold, the agent does not accept (RONA)?
|
chats_offered =1
chats_rona =1
chats_answered=0
chats_abandoned = 0
service_level_offered = 1 service_level_abandoned = 0
service_level_rona=1
service_level_answered =0
|
|
8. If the conversation is queued, but no agents were available (all agents are busy)
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chats_offered =1
chats_rona =0
service_level_rona=0
chats_answered=0
chats_abandoned = 0
NoAgentAvailable =1
service_level_offered = 0 service_level_abandoned = 0
service_level_answered =0
|
