SLA %
The SLA % statsboard report adds a reusable card for SLA %. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.
Configuration
| Field | Value |
|---|---|
| Statsboard box type | QUEUE_METRIC |
| Metric | SLA % |
| Data source | Queue Log |
| Display | Multi-queue time-series chart. |
Calculation
Answered queue calls within servicelevel seconds divided by entered calls, multiplied by 100.
When To Use
Tracks service-level compliance using the queue service level when available.
Notes
- The screenshot uses fictional Docs Contact Center data.
- The report follows the date range selected when opening the statsboard.
- Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.