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?
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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?)
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.