Unfortunately you will find that there isn't a standard and it can depend on a number of reasons.
Some will argue counting all calls offered it the best way because it takes account of your total service offered - not answering the calls clearly not being a good thing for a contact centre.
Others will use a defined number of seconds to abandon as a threshold, what your system seems to be doing. The rationale being that calls that abandon before that threshold either didn't provide you with an opportunity to answer them or may have dialled the wrong number (although with IVR's now so common, and the delay through the IVR often not counted before this calculation begins, it's a persistent person who gets that far only to realise it's the wrong place).
The other set-up you had is much rarer, I hope, these days and harks to a culture of trying to achieve a goal rather than measure the impact of your service on the customer.
I tend towards the first option, which probably means a bit of script writing in the reports suite you have and/or the real time displays. You'll always abandon calls, and it's fair to say you'll end up counting some more than once when customer redial on a bad day, but if target poorer service, you'' provide it. |