Enter one interval's raw counts — no need for a full day. The two SL numbers above update as you type.
Same Answered count, same Handled count. Only the Offered denominator changes — because a policy choice, not a queue-performance change, decides which abandons count.
The band below is derived from a benchmark figure cited in The WFM Architect Archive — labeled illustrative, not independently validated — and reads the size of the gap between the two conventions, not which one is "correct."
Service Level is usually reported as Answered-within-threshold ÷ Offered, where Offered = Handled + Abandoned. The catch is that "Abandoned" isn't a single agreed-on number — most platforms let you exclude calls that abandon within a few seconds of entering the queue, on the reasoning that a caller who hangs up almost instantly probably wasn't waiting for an agent at all, just navigating the IVR. Excluding those short-abandons shrinks the denominator, which mechanically raises the reported SL — with nothing about the queue itself having changed.
That's not a bug and it's not dishonest — it's a real, defensible policy choice, used by most contact-center platforms in some form. The problem shows up when two people compare SL numbers without knowing which convention either of them used. A 5-second short-abandon exclusion is the closest thing to an industry default (per BenchmarkPortal/COPC), but it's a convention, not a law of physics — and plenty of real deployments use 0, 3, 10, or 15 seconds instead.
This tool never claims your ACD is wrong. The same raw call data can produce different SL numbers depending on policy choices — that's the whole point of putting both numbers side by side.