Arrivals vs Offered - A Service Level Story

Avaya’s reporting products are a gold mine of facts and insights about your contact centre but if you don’t know which metrics you should be using, just checking the manual can be baffling. In my experience with Avaya CMS and Avaya IQ, one of the most commonly misunderstood concepts is Arrived calls vs Offered calls.

Decisions, Decisions

The built-in CMS and IQ reports will show you both Arrived and Offered calls - but which should you use?

Service Level is normally calculated as the number of calls answered within your defined service goal divided by the total number of calls. The distinction between when the call arrived and when it was completed is vital to an accurate calculation. Consider the following in CMS:

(ACCEPTABLE / I_ARRIVED) * 100
and;
(ACCEPTABLE / CALLSOFFERED) * 100

Item Description
ACCEPTABLE The number of calls answered within the defined service goal – e.g. 20 seconds.
I_ARRIVED The number of calls which were queued in the current interval.
CALLSOFFERED The number of calls which were disposed in the current interval.

Disposed means that the call falls into one of the following categories ACDCALLS, ABNCALLS, BUSYCALLS, DISCCALLS, OUTFLOWCALLS, and DEQUECALLS.

The only item important to this example is ACDCALLS.
ACDCALLS The total number of calls answered and completed.

Between the two calculations, it probably doesn't seem so straight forward which one is correct.

Digging Deeper

The most common use for this type of data is a feed to your Work Force Management (WFM) system so it may seem logical that you want to measure based upon when the call actually landed on your system. Statistically, however, arrival data is useless for calculating a staffing requirement. Because the call isn't guaranteed to be finished (I used the term "disposed" earlier), you’re potentially measuring your successes and failures against outcomes which haven’t yet occurred.

Interval ACCEPTABLE I_ARRIVED CALLSOFFERED ACCEPTABLE/
I_ARRIVED
ACCEPTABLE/
CALLSOFFERED
09:00 20 24 22 83.3% 90.9%
09:30 30 32 30 93.8% 100%
10:00 25 22 26 113.6% 96.2%
10:30 20 23 20 87.0% 100%

The 10:30 row in the above table is a good example. 20 calls completed in that interval with 23 arrivals – that means the outcome of 3 calls will not be determined until the 11:00 interval or later.

And Finally…

The examples above are written using terms specific to Avaya CMS, however the same concept applies to Avaya IQ.

When it comes to reporting, this is the just the tip of the iceberg. If you’d like to better understand your data or make sure that it’s providing the maximum value to your business and customers, just let us know.