This is great but there seems to be a dispute on how to calculate this.
Some say that the calculation should be only on calls answered as the abandoned calculation is separate.
E.g. Calls answered in 60 seconds divided by total calls answered...as a percentage.
Other say that the abandons should be factored in as they too have not been answered.
E.g. Calls answered in 60 seconds divided by total calls offered ..as a percentage.
Is there an industry standard on this type of calculation for a Help Desk where the calculation only starts once a specific queue/option has been selected?