Forum Discussion

jopper1988

Frequent Visitor

9 years ago

Solved

SLA calculation

Hi, I'm making a dashboard for our numbers of the telephone. What i want to do is the following: Calculate a SLA between Accepted < 20 seconds and Missed Calls. This is the formula that...

vanessafvg
9 years ago
jopper1988 you mean like this?
AcceptedQueuetime<20 = calculate(countrows(table), queuetime < 20)
Accepted = sum(Accepted)
missed= sum(Missed)

SLA = divide(AcceptedQueuetime <20, (accepted + missed))

vanessafvg

Community Champion

9 years ago

jopper1988 little bit difficult to conceptualise this without seeing your data?

in order to understand the underlying base measures in your calculation can you post screen shots of your data, is this at a row level or at a summarized level?

can you also give defitnions for accepted queuetime, accepted, missed etc?