Calls Answered Within SLA – Calculation Related Articles Demystifying SLA in Call Centres: A Comprehensive Guide Calls Or Customers Per Hour Calculation Forecasting Using Calls Offered Emotional Intelligence FAQs Answered by an Expert © fizkes - Adobe Stock - 345241385 1,081 Filed under - Forum Calls Answered Within SLA – Calculation We have an SLA of 80% of calls to be answered in 60 seconds. This is great but there seems to be a dispute on how to calculate this. Some say that the calculation should be only on calls answered as the abandoned calculation is separate. E.g. Calls answered in 60 seconds divided by total calls answered…as a percentage. Other say that the abandons should be factored in as they too have not been answered. E.g. Calls answered in 60 seconds divided by total calls offered ..as a percentage. Is there an industry standard on this type of calculation for a Help Desk where the calculation only starts once a specific queue/option has been selected? Question asked by PeterPan Include Your Abandoned Calls I would include your abandoned calls; if you don’t then it will inflate your SLA calculation, from a customer experience point of view the customers have still had to wait to get answered. The fact that there expectation is that the call should have been taken quicker therefore they hung up should not be dismissed from the SLA. Still have a target of say less than 5% abandonment rate. It may also depend on your commercial set-up i.e. you supply third party support for clients many challenges can be hidden in calculations!! Hope that helps With thanks to nbrady Management Buy In Thank you for the quick response, I agree with you and have been doing my calculations in that manner, however I am picking up more and more flack from the management when they are on the border line. Is there a way to better explain or convince? With thanks to PeterPan ICMI I would say that it depends on how strict you want to be to your service level. There are more than two ways of calculation. If I am not mistaken, ICMI recommends to use the following calculation: (calls answered + calls abandoned) in X sec divided by (total amount of calls answered + calls abandoned). The two calculations you have mentioned would give the highest and lowest Service Level. While the one I have mentioned would be somewhere in between. Don’t Double Count We work on the following, A) less than 5% Abandon Rate (ignore all calls abandoned within 4 sec) B) 80% of all Answered Calls be answered within 30 sec.(exclude abandoned calls) If you do not exclude abounded calls and a client abandons the call after 30 sec you get “punished” twice, 1 for losing the call and 2 for not answering the call within the 30sec. With thanks to rikuslouw Remove Abandoned Perhaps a more management friendly view would be to subtract calls that abandoned within service level from the equation. (calls answered within SLA) / (total calls offered – calls abandoned within SLA) With thanks to AskRodman Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 21st Apr 2022 Read more about - Forum Recommended Articles Demystifying SLA in Call Centres: A Comprehensive Guide Calls Or Customers Per Hour Calculation Forecasting Using Calls Offered Emotional Intelligence FAQs Answered by an Expert Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter