Here is the situation.
Internal Help Center providing support to internal workforce only. Using Avaya with multiple skill sets coming in to the agents. All agents accept calls from all skill sets. We have an option to update a message for clients calling in or waiting in queue to listen to with fixes/status updated for current issues. By design we would like people to listen and drop as we update the topic information.
we calculate service level by (Total calls answered under 120sec/Total calls answered) and track Abandoned separately.
Is there someplace that details Service level options based by types of service? Meaning, should we be using what a customer facing call center uses that does not have an option to update callers while they are in queue?