Service Level Predictions

Service Level Predictions

Hi guys.. looking for some help on this.. we track sla figures for the mtd and ytd. Looking at a formula where it would give me a figure of what sla we need to be at daily , weekly and monthly to achieve our target..  Please help…

Question asked by Sunny

Answer for Service Level Predictions

We do this on a weekly / monthly basis using the following:

Forecast your daily calls.

Calculate calls required within GOS for each remaining day for the period you are looking at (i.e. week or month – I’m going to use week):

(Calls required within GOS for week* – Calls answered within GOS so far) / No. Days remaining

*this would be your total forecast calls * your target GOS % e.g. 1000 calls at 80/30 means you need 800 calls within SLA.

Use the above in the following calculation to tell you what GOS is required for each remaining day:

Calls required within GOS for each remaining day / average(remaining daily forecasts)

With thanks to Fi

Answer for Service Level Predictions

This article may be of some help How to Calculate Contact Centre Service Level

With thanks to Jonty

Answer for Service Level Predictions

Hi Fi and jonty thanks for your response. FI however a bit confused with the 2nd formula to calculate daily

With thanks to Sunny

Answer for Service Level Predictions

What is the target that you are trying to achieve?

With thanks to Jonty

Answer for Service Level Predictions

Trying to achieve a sla of 85/30.. need to forecast how much we need to achieve 85% based on where we are at the moment daily weekly monthly and yearly.. With the formula above i have calls req to achieve gos for the week. Calls answered within GOS so far..?. Is that only last week.. till last week. Monthly yearly.? Or till last interval.

With thanks to Sunny

Author: Jonty Pearce
Reviewed by: Robyn Coppell