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)