SLA Time

SLA Time

The amount of time from when a call enters the queue to when it is either answered or abandoned.

Example 1 (Call Answered): If 15 seconds elapses from when a call enters a queue to when a conversation starts with an agent, the sla_time is 15 seconds.

Example 2 (Abandoned): If 60 seconds elapses from when a call enters a queue to when the call is abandoned, the sla_time is 60 seconds.

You can use sla_time to create custom Service Level expressions.

In the following example, the numerator is the number of interactions with an sla_time that is less than 30 seconds, excluding abandoned interactions.

The denominator is the number of interactions, both answered and abandoned, with an sla_time greater than 0 seconds.

(
([tenant_date: # sla_time] WHERE ([Queue Interaction.sla_abandoned] = 0) AND ([Queue Interaction.sla_time] < 30)
)
)
/ ( ([tenant_date: # sla_time] WHERE ([Queue Interaction.sla_time] > 0)
)
)

Maximum, Minimum, Average