| Excerpt |
|---|
Calculate your SLA using the metrics |
There are different way to calculate the service level, one of the most used is:
TOTAL CALLS ANSWERED WITHIN THRESHOLD
SERVICE LEVEL = —————————————————————————————— X 100
...
| Code Block | ||
|---|---|---|
| ||
ROUND(COUNT(IF(connect=1 AND holdtime<10,1,NULL))/(COUNT(IF(connect=1,1,NULL))+COUNT(IF(abandon=1 AND holdtime>10waittime>10,1,NULL)))*100,1) |
In this example, the SLA is calculated for a threshold of 10 sec:
| Info |
|---|
To calculate the SLA we've not considered the unmanaged calls (e.g the calls with "exit for timeout", "exitWithKey", etc) |
...