How is the SLA Threshold measured?
Question
How is the SLA Time Threshold measured?
Applies To
- Analytics for Contact Center
Answer
The SLA Time Threshold is documented as "The time ceiling (in seconds) that is used to measure an interaction being accepted by agent".
This is the addition of any time the call was in queue + the time the call was ringing the agents phone, until answered.
Additional Information
Reading and Interpreting Reports in Analytics for Contact Center