Using a metric to get the SLA

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)