| Excerpt |
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Calculate your SLA using the metrics |
There are different ways to calculate the service level, one of the most used is:
TOTAL CALLS ANSWERED WITHIN THRESHOLD
SERVICE LEVEL = —————————————————————————————— X 100
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In this example, the SLA is calculated for a threshold of 10 sec:
| Info |
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To calculate the SLA we've not considered the unmanaged calls (e.g the calls with "exit for timeout", "exitWithKey", etc) |
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