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cc007nz's avatar
cc007nz
Copper Contributor
Jun 24, 2021
Solved

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!

2 Replies

  • StoneKiwi's avatar
    StoneKiwi
    Iron Contributor
    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!