4 hour Service Level

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4 hour Service Level
Can you advise what is a definition of a 4 hour SLA? This is given to me by one of the managers of the accounts im supposed to calculate the staffing requirements for. im used to seeing 80/20 SLAs or something like that. How can you factor in a 4hour SLA to your staffing requirements? thank you

Editor

Call Centre Helper

Number of queries handled within 4 hours
Service level = (Number of queries handled within 4 hours / Number of queries offered ) * 100

This article has the formula. It is designed for calls, but is also applicable to other work tasks.
https://www.callcentrehelper.com/how-to-calculate-service-level-71275.htm

You can plug the details into the Erlang calculator
https://www.callcentrehelper.com/tools/erlang-calculator/

or into the simulator
https://www.callcentrehelper.com/tools/multi-channel-calculator/

Required Service Level
Thank Jonty! On the calculator, I'm assuming I will the 4 hour SLA to the "Target Answer Time" area which is 14,400 sec. On the Required Service Level should I put 100% since there are no Required service level mentioned? Thanks!

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