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


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.

You can plug the details into the Erlang calculator

or into the simulator

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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