Hi everyone,
Thank you both for your answers.
So, with your information I performed the following test and had some questions:
Without having any offered calls I set "Service Level Target" to 20 seconds (default value) and made a call that I answered in 12 seconds. The SLA was 100%, which seems to be correct (on 1 call offered all calls were answered within 20 seconds).
Next, I changed "Service Level Target" to 1 second a made another call that I answered in 10 seconds again. This time SLA lowered to 50% which I interpreted as on 2 offered calls, where one of them was answered within the initial "Service Level Target" now I have a call that missed. Is this interpretation correct?
Finally, I changed "Service Level Target" again to 20 seconds, and made another call that I answered within this "Service Level Target". This time the SLA lowered to 33% which I can't understand why. Shouldn't it be increased to 66%? In 3 offered calls, 2 had met "Service Level Target" and one not?
You can look to the final result on the following image:
Sorry if this sounds confuse.
Best regards,
Ana Laia
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Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
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Original Message:
Sent: 11-29-2018 09:00
From: Darlene Oordt
Subject: Service Level Calculation and Definition
The service level target is configured in Admin and done per media type at a Queue Level. If you go to Admin>Queues and select each media type you can set the service level target. This is what's used by analytics to calculate whether you are within your SLA or not. You can see more here: https://help.mypurecloud.com/articles/create-queues/
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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
Original Message:
Sent: 11-29-2018 08:54
From: George Ganahl
Subject: Service Level Calculation and Definition
That number is just the number of calls that failed to meet the defined Service Level.
So, if 100 calls are offered to agents, and 65 get answered in the first 20 seconds, then based on the default settings 35 calls failed to meet the Service Level Target of 20 seconds.
SLA is the agreement itself between the contact center management and their customer, right? So, I guess you could say that the SLA shapes the numbers you put into Service Level and Service Level Target, since those two number represent the numbers you are trying to achieve.
Hopefully that's clear...I may not be understanding your question completely.
@Darlene Oordt could answer better.
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
Original Message:
Sent: 11-29-2018 06:44
From: Ana Laia
Subject: Service Level Calculation and Definition
Hi George,
Thank you for you answer, but still I have some questions.
What I understood from your answer was the SLA threshold is not configured, so on the formula:
(Number of offered interactions - number of interactions over the SLA threshold)/ (Number of answered interactions + number of abandoned interactions )*100
How do I know the "number of interactions over the SLA threshold"?
Also, just to be ensure, "Service Level" and "Service Level Target" don't have any impact on SLA calculation?
Best regards,
Ana Laia
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Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
Original Message:
Sent: 11-28-2018 14:03
From: George Ganahl
Subject: Service Level Calculation and Definition
Hi, Ana,
The definition/calculation you quoted from the metrics page is the "Service level %", so...
In the Queue configuration, on each media type tab you have the settings you mention.
Service Level is the target Service level % that you want for that media type on that queue. For example, by default for Voice interactions the goal is 80% of interactions answered within the first 20 seconds after they are transferred into the queue.
Service Level Target is the goal for maximum number of seconds in queue before being answered by an agent. For example, default for Voice is 20 seconds being the maximum amount of time an interaction should wait to reach an agent after being transferred into the queue.
You can set those two things on each media type for each queue, making your SLA targets very granular.
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
Original Message:
Sent: 11-28-2018 13:49
From: Ana Laia
Subject: Service Level Calculation and Definition
Hi everyone,
I have some questions related to SLA calculation.
On Resource Center metrics page (https://help.mypurecloud.com/articles/metric-definitions/) it's calculated by:
(Number of offered interactions - number of interactions over the SLA threshold)/ (Number of answered interactions + number of abandoned interactions )*100
What is this SLA threshold? Can it be configured?
Additionally, on "Queues Configuration", there's two boxes "Service Level" and "Service Level Target".
Is these two boxes and the SLA threshold have an impact on oServiceLevel analytics metric (https://developer.mypurecloud.ie/api/rest/v2/analytics/metrics.html)?
Please note that this topic is related to Service Level Calculation and Definition| PureCloud Developer Forum | remove preview |
| | Service Level Calculation and Definition | | Hi everyone, I have some questions regarding Service Level calculation and definition. On analytics metrics page (https://developer.mypurecloud.ie/api/rest/v2/analytics/metrics.html) it's stated that it corresponds to "The percentage of interactions that answered within the time interval". What is this time interval? Can it be configured? On Resource Center metrics page (https://help.mypurecloud.com/articles/metric-definitions/) it's calculated by: (Number of offered interactions - number of... | | View this on PureCloud Developer Forum > |
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Thank you in advance.
Best regards,
Ana Laia
#Reporting/Analytics
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Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
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