Definitions for "Grade of service"
A measure of the quality of service provided by a telephone system. It is calculated based on the probability that a call will encounter a busy signal during the busiest hour of the day.
Commonly known as Service Level, these parameters allow the performance of the Contact Center to be quantified, in terms of calls answered within a pre-specified period of time.
Defined in ITU-T Rec E.600, Ref ITU-T blue book, volume 1 fascicle1.3: A number of traffic engineering variables used to provide a measure of adequacy of a Group of Resources under specified condition; these Grade of Service variables maybe the probability of loss, dial tone delay,etc. Note 1 - The parameter values assigned as objectives for Grade of Service variables are Called grade of service standards. Note 2 - The values of grade of service parameters achieved under actual conditions are Called grade of service results. For use in P308 is proposed: GOS is a set of measures characterising the degree of traffic impairment as perceived by the users. To the extent it can be measured, such measurements must be done on the user level (and therefore at the user access points). GOS is related to Network Performance .In fact, the network performance requirements are specified with the objective of making the public network contribute to a satisfactory GOS (as perceived by the users). source: ITU-T E.600,EU-P308 domain: Performance acronyms: GOS usage: EU-P308