How does QM calculate SLA and what is SLA according to QM?
On the Distribution tab - Inclusive SLA per day reports gives the percentage in increments of 10.
For example between 12 in the night and 9 in morning we took 9 calls one of the calls waited for 7 minutes to get an answer - on the report I see 88.9% - i am unclear on what this numbers means
- that we answered 88.9 percent of calls under 90 seconds and one shot over the SLA of 90 seconds that we follow.
or
If I do my maths then i see 7 out 8 calls is 87.5% of the total volume that we go in that period and that is number of calls that were answered during under 90 seconds? By the way I see this number answered tab under the Service level agreement report.
I would also like to submit a enhancement:
We should have a tab where we could see the report that we wanted to see - something which could be configured using check boxes for each report that we have in the system. We select the reports that we want to see and leave the rest - probably we could also modify the the
All tab -it has all the reports but not all required by everyone in the system. If this is something that can be done already then please tell me how I can do it.
