Grade of Service (GOS)

A metric used to measure the quality and performance of a contact center, specifically focusing on the percentage of interactions (such as calls, chats, or emails) that are answered within an agreed threshold. GOS is typically expressed as the ratio of lost or delayed interactions to the total number of interactions offered to the system. 

The calculation is as follows: divide the number of contacts answered within a specific timeframe by the total number of calls, then multiply by 100. 

A metric that measures the quality and performance of a contact center, specifically focusing on the percentage of interactions (such as calls, chats, or emails) that are answered within an agreed threshold.  

GOS is typically expressed as the ratio of lost or delayed interactions to the total number of interactions offered to the system. 

The threshold may vary based on the industry and type of contact. For example, a sales contact typically has a lower threshold compared to a collections contact. 

Calculation Example: 

Total Interactions Offered: 1000 

Interactions Blocked or Delayed: 50 

GOS: (50 / 1000) = 0.05 or 5% 

A lower GOS value indicates better service quality, as fewer interactions are blocked or delayed. In contact centers, achieving an optimal GOS is crucial for maintaining customer satisfaction.