Hi Folks,

How do we calculate SLA for Agents?

We have MET SLA metrics in Queue performance view which is not there in Agent performance view. How do we get agent wise SLA report?

We need to know who the agents are not meeting the SLA.

How do we get that?

Thanks in Advance,

Rajdeep

Hey Datta, 

SLA generally refers to the time in which calls were answered (Eg, answered the call within 30 seconds of the customer being in the queue). So this is a queue performance metric, as the agent would presumably take a call as soon as they are available. How would the agent miss that target if there is a customer waiting in a queue if the centre is busy?

Is there something else that you might want to track, like AHT/Alert time/etc?

Hi Datta.

SLA is calculated by " "X percent of conversations answered in Y seconds." For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue." (We use 80% answered within 20 seconds, and the performance views display the SLA for the current 30-minute time interval and for the day.)

Specifically, it is the 

Answered Count - SLA Violation Count 

divided by

Answered Count + Flows Outs + (Abandons - Short Abandons)

For more info, go to the Resource Center and type "Metric Definitions". Then, use the search on the right side of the table and type "SLA"

Hi Datta,

Just to extend on what others have said. 

It sounds to me like the business is trying to hold agent's responsible for business performance which isn't ideal.

Agent has very little control over SLA compared to the business, eg resourcing and shrinkage on the queue being a major factor for SLA performance.

Agent's impact on SLA is measure through their AHT and adherence, lower the AHT the faster they get to the next call, if they are on queue when the demand is there then that demand will be met so lower AHT. But even that is also largely determined by the business processes as well, ie lengthy processes the agent has to follow or meetings and training the agent has to attend. Not that agent's are perfect angels who don't muck about, just saying is there is a SLA performance issue, then maybe it isn't the agent's to blame.