SOLVED

Call Centre SLA percentages

Copper Contributor

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.

2 Replies
best response confirmed by allyreckerman (Microsoft)
Solution
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!

@StoneKiwi 

Boom! Thanks so much! 

1 best response

Accepted Solutions
best response confirmed by allyreckerman (Microsoft)
Solution
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!

View solution in original post