SLA

AKA: SLA Percent

Statistic Name	Description	Function/Formula	API Name
SLA	Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configured abandon threshold aren’t counted. For more information on configuring SLA for your tenant or queues, see About Statistics Management. For tenants or queues that use CxEngage’s default SLA configuration, SLA uses the following thresholds: SLA Threshold: 20 seconds SLA Abandon Type: Ignore Abandons Abandon Threshold: 20 seconds This expression calculates the SLA value and displays it as a decimal up to two places after the decimal point.	Percentage

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Queue

Agent Summary by Queue

Interaction Detail by Contact

Abandoned Channel by Day

Queue Service Level by Day

Service Level by Queue

Performance by Queue

Performance by Channel

Queue Interval Detail

Queue Sub Interval Detail

Queue Interactions

Queue Entries

Message Detail

Interaction Queue