SLA Numerator

Statistic Name	Description	Function/Formula	API Name
SLA Numerator	The number of interactions that were accepted by an agent in less than 20 seconds for the given date range. Interactions that abandon in less than 20 seconds are not included. For example, consider the following interactions: Interaction A is accepted by an agent after waiting in the queue for 15 seconds. Interaction B abandons after waiting in the queue for 10 seconds. Interaction C is accepted by an agent after waiting in the queue for 37 seconds. Interaction D abandons after waiting in the queue for 180 seconds (3 minutes). In this scenario, SLA Numerator is 1 because only Interaction A meets the criteria.	Count, Average, Maximum, Minimum, Total	sla-numerator

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

Service Level by Queue

Performance by Queue

Performance by Channel

Queue Interval Detail

Queue Sub Interval Detail

Queue Interactions

Queue Entries

Queue Service Level by Day

Message Detail

Interaction Queue