Service Level Calculation and Definition

Hi everyone,

I have some questions regarding Service Level calculation and definition.

On analytics metrics page (https://developer.mypurecloud.ie/api/rest/v2/analytics/metrics.html) it’s stated that it corresponds to “The percentage of interactions that answered within the time interval”. What is this time interval? Can it be configured?

On Resource Center metrics page (https://help.mypurecloud.com/articles/metric-definitions/) it’s calculated by:
(Number of offered interactions - number of interactions over the SLA threshold)/ (Number of answered interactions + number of abandoned interactions )*100
What is this SLA threshold? Can it be configured?

And my last question: is oServiceLevel calculated by the Resource Center formula?

Thank you in advance.

Best regards,
Ana Laia

The interval is a property in the request.

The documentation is assumed to be correct. If you have found an issue with it, please report to PureCloud Care or use the "Was this page helpful?" forum to submit feedback about the docs.

Hi Tim,

Thank you for your answer, but still I have some questions.

Can the Threshold on Resource Center formula be configured? If so, where is it configured?

Additionally, on “Queues Configuration”, there's two boxes "Service Level" and "Service Level Target", as you can see on the following image.

Do these two boxes have some impact on the way SLA is calculated? Or are they just a indicative number to compare on Queue's Performance view? (as you can see on the following image?)

Best regards,
Ana Laia

Questions about base product configuration and behavior are more appropriate for the PureCloud Community Forum or opening a case with PureCloud Care. This forum is focused on APIs and customizations.

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