Article 10030: What is TSF%?
| Products: | TASKE Contact version 8 |
| Applications: | ACD Monitor |
| Reports | |
| Administrator | |
| Telephone systems: | All |
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The Telephone Service Factor (or TSF) is a quality measurement of the percentage of the calls offered to the queue that are answered or abandoned within the your defined TSF time. For example, if your goal is to have an average speed of answer of 100 seconds and 80% of your calls are answered (or abandoned) within 100 seconds, then your TSF is 80%.
Calculate the TSF for a queue by dividing the number of calls answered or abandoned within the TSF time by the total number of calls offered to the queue. Abandoned calls are included in this calculation because sufficient resources are generally available to answer the calls, but some callers choose to abandon the call anyway.
Your TSF time threshold is defined on a queue by queue basis. To define your TSF time threshold for a given queue, in TASKE Administrator click the Queues button on the main control panel in Database mode. Select the queue for which you want to set the TSF time in the list of queues panel. Input in seconds your TSF time threshold in the TSF time field.