Service Level Agreement widget
Service level (SLA) widget represents data for the tenant for the present date ( today ).
SLA measures the percentage of dialogues answered within a specified time frame, often expressed as a target percentage (e.g., 80% of calls answered within 20 seconds).
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Formula: Accepted Calls within SL / (Abandoned Calls + Accepted Calls)
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This excludes pre-queue abandoned calls.
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| Parameter | Description | Formula |
|---|---|---|
| SLA | The percentage of dialogues answered within a specified time frame. | Accepted Calls within SL / (Abandoned Calls + Accepted Calls) |
Visual preview
