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Contact Center Analytics SLA Dashboard Discrepancy

Symptom

How is the SLA% calculated?

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Applies To

  • Contact Center Analytics

Resolution

The exact formula for SLA % differs slightly depending on media type:

Offline media type (Email, Voicemail):

Accepted in SLA / (Accepted + Dropped + Diverted + (Ongoing > SLA Threshold))

Online media type (Inbound/Outbound, Chat):

Accepted in SLA / (Accepted + Abandoned + Diverted + (Ongoing > SLA Threshold) - Short Abandon)

 

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