_ExcerptWithinTargetCalcuation
- Helen Griffith
Owned by Helen Griffith
Calculating the value of within target %
There are two ways of calculating the value of within target %; both return the same value.
- Within target % = Accepted within target duration / (Accepted within target duration + Accepted after target duration + Abandoned after target duration)
- Within target % = Accepted within target duration / (Offered - Abandoned within target duration)
Abandoned within target interactions are excluded from the Within target % calculation. Therefore the total number of offered interactions is decreased by the number of interactions abandoned within target
| Example | Offered | Within target % | Accepted within target | Accepted after target | Abandoned after target | Abandoned within target |
|---|---|---|---|---|---|---|
| 1 | 125 | 54% | 65 | 40 | 15 | 5 |
| 2 | 890 | 90% | 750 | 60 | 25 | 55 |
Example 1:
- Within target % = 65 / (65 + 40 + 15) = 65 / 120 = 54.17 % = 54%
- Within target % = 65 / (125 - 5) = 65 / 120 = 54.17 % = 54%
Example 2:
- Within target % = 750 / (750 + 60 + 25) = 750 / (890 - 55) = 750 / 835 = 89.82 % = 90%
- Within target % = 750 / (890 - 55) = 750 / 835 = 89.82 % = 90%
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