SLA and Abandon Formulas In Erlang Related Articles A Beginner’s Guide to the Erlang A Formula How to Measure Call Abandon Rate Erlang Calculation - An Introduction Erlang C Formula - Made Simple With an Easy Worked Example © ra2 studio - Adobe Stock - 170918256 2,019 Filed under - Forum SLA and Abandon Formulas In Erlang I have a question regarding SLA and ABN formulas in Erlang. I try to get the expected service level and abandon level for a day, with 30 minute breakdown. Therefore, I calculate both values by using Erlang for every interval. I get the total amount of calls in SL and Abandoned. But my question is, does SLA formula have into account abandon? Example. In a 30 minute interval, I expect to have 50 offered calls. I have 9 agents scheduled. The SLA is 80/20 and AHT 240 secs. What I get is 74,2% SL (37 calls in SL) and 7,3% ABN (4 abandoned calls) So, the composition for that interval would be: 50 offered calls 4 abandoned calls 37 calls handled before 20 seconds (in SL) 9 calls handled after 20 seconds Is it correct? Or do I have to apply SLA only for 46 call (50 offered – 4 abandoned)? SLA formula is considering that there will be 4 abandoned calls? I appreciate you help. Question asked by Carlos SLA and Abandon Come From Two Formulas SLA and Abandon come from two formulas – you should read this article: A Beginner’s Guide to the Erlang A Formula The Erlang Calculator works out the SLA on the calls offered, not the calls abandoned. The problem is that if you work on , for example 46 calls (50 offered, 4 abandoned) then this would lead to understaffing, which is already a major headache for the industry. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 4th May 2022 Read more about - Forum Recommended Articles A Beginner’s Guide to the Erlang A Formula How to Measure Call Abandon Rate Erlang Calculation - An Introduction Erlang C Formula - Made Simple With an Easy Worked Example 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