SLA Calculations

1. If a conversation is routed to an agent within the SL threshold and the agent accepts (whenever it is accepted)

chats_offered =1

chats_answered=1

chats_abandoned = 0

service_level_offered = 1  service_level_answered = 1

service_level_abandoned= 0

2. If a conversation is queued, the customer abandons before it got routed to the agent and before the SL threshold expires

chats_offered =1

chats_answered=0

chats_abandoned = 1

service_level_offered = 1  service_level_abandoned = 1

service_level_answered =0

3. If a conversation is queued, routed to an agent within the SL threshold but the customer abandoned before the agent accepted

chats_offered = 1

chats_answered=0

chats_abandoned = 1

service_level_offered = 1  service_level_abandoned = 1

service_level_answered =0

4. If a conversation is queued, routed to an agent after the SL threshold but the customer abandoned before the agent accepted

chats_offered =1

chats_answered=0

chats_abandoned = 1

service_level_offered = 0  service_level_abandoned = 0

service_level_answered =0

chats_offered =1

chats_answered=1

chats_abandoned = 0

service_level_offered = 0  service_level_abandoned = 0

service_level_answered =0

6. if the conversation is routed to an agent after the SL threshold, the agent does not accept (RONA)? 

chats_offered =1

chats_rona =1

chats_answered=0

chats_abandoned = 0

service_level_offered = 0  service_level_abandoned = 0

service_level_rona=0

service_level_answered =0

7. If the conversation is routed to an agent within the SL threshold, the agent does not accept (RONA)? 

chats_offered =1

chats_rona =1

chats_answered=0

chats_abandoned = 0

service_level_offered = 1  service_level_abandoned = 0

service_level_rona=1

service_level_answered =0

8. If the conversation is queued, but no agents were available (all agents are busy)

chats_offered =1

chats_rona =0

service_level_rona=0

chats_answered=0

chats_abandoned = 0

NoAgentAvailable =1

service_level_offered = 0  service_level_abandoned = 0

service_level_answered =0