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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 ti...
- 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!
