Help with CMS Calculation

[Rachael9]

Hi Everyone - I have a request from our business to modify the canned CMS Service level calulation (100 * (ACCEPTABLE / CALLSOFFERED)

The business wants to minus out of callsoffered calls that abandoned with 20 seconds (which for us is increments 1, 2 3 and 4 as defined in the Split/Skill call profile set-up)

So - have tried the calculation I have provied below, and almost works, however I do get some weird data back - (like -137%), so don't think is quite working . Any suggestions?


100*((acceptable)/(acdcalls + outflowcalls + abncalls) - (abncalls1 + abncalls2 + abncalls3 + abncalls4))

** Note - system would not let me use "CALLSOFFERED" as is already a calculation, which is why I had to use the components of calls offered (
acdcalls + outflowcalls + abncalls)

Thanks in advance