Skip to main content


8x8 Support

Contact Center Analytics SLA Dashboard Discrepancy


How is the SLA% calculated?


Applies To

  • Contact Center Analytics


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)

  • Was this article helpful?