Service Level Predictions Related Articles How to Calculate Contact Centre Service Level Top 50 Customer Service Interview Questions - with Answers What Is Causing Your Service Levels to Fail? How to Set Up a Service Level Agreement (SLA) for Your Contact Centre © adragan - Adobe Stock - 269876770 2,564 Filed under - Forum Service Level Predictions Hi guys.. looking for some help on this.. we track sla figures for the mtd and ytd. Looking at a formula where it would give me a figure of what sla we need to be at daily , weekly and monthly to achieve our target.. Please help… Question asked by Sunny Answer for Service Level Predictions We do this on a weekly / monthly basis using the following: Forecast your daily calls. Calculate calls required within GOS for each remaining day for the period you are looking at (i.e. week or month – I’m going to use week): (Calls required within GOS for week* – Calls answered within GOS so far) / No. Days remaining *this would be your total forecast calls * your target GOS % e.g. 1000 calls at 80/30 means you need 800 calls within SLA. Use the above in the following calculation to tell you what GOS is required for each remaining day: Calls required within GOS for each remaining day / average(remaining daily forecasts) With thanks to Fi Answer for Service Level Predictions This article may be of some help How to Calculate Contact Centre Service Level With thanks to Jonty Answer for Service Level Predictions Hi Fi and jonty thanks for your response. FI however a bit confused with the 2nd formula to calculate daily With thanks to Sunny Answer for Service Level Predictions What is the target that you are trying to achieve? With thanks to Jonty Answer for Service Level Predictions Trying to achieve a sla of 85/30.. need to forecast how much we need to achieve 85% based on where we are at the moment daily weekly monthly and yearly.. With the formula above i have calls req to achieve gos for the week. Calls answered within GOS so far..?. Is that only last week.. till last week. Monthly yearly.? Or till last interval. With thanks to Sunny Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 29th Apr 2022 Read more about - Forum Recommended Articles How to Calculate Contact Centre Service Level Top 50 Customer Service Interview Questions - with Answers What Is Causing Your Service Levels to Fail? How to Set Up a Service Level Agreement (SLA) for Your Contact Centre 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