Forum Discussion
cc007nz
Jun 24, 2021Copper Contributor
Call Centre SLA percentages
Hi
I am trying to work out how to get the average percentage required over a variable number of hours to reach an SLA target when the SLA has dropped below targeted percentage.
E.g.
Current time: 1400hrs (variable)
Current SLA: 94.4% (variable)
Required SLA: 95%
Average SLA percentage required over remaining hours (9 in this example) to met SLA: ???
I think the correct answer for this example is 95.8% but I can't figure out the mathematics/formula to get to that!
Any help much appreciated.
- Hi,
The formula you are looking for is: (enter %'s as decimals)
(Required % - (used hours/total hours) x Current %) / (Remaining hours / Total Hours)
Let me know if you get stuck
Good luck!