Using a metric to get the SLA

Owned by Valerio Ciotta
Last updated: May 13, 2016
1 min read

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

   TOTAL CALLS ANSWERED + ABANDONED AFTER THRESHOLD

 

In the Analytics section, add a new metric and insert the code below:

 

ROUND(COUNT(IF(connect=1 AND holdtime<10,1,NULL))/(COUNT(IF(connect=1,1,NULL))+COUNT(IF(abandon=1 AND waittime>10,1,NULL)))*100,1)

In this example, the SLA is calculated for a threshold of 10 sec:

 

To calculate the SLA we've not considered the unmanaged calls (e.g the calls with "exit for timeout", "exitWithKey", etc)