SLA Function for Call Center Planning

I need some clarification on how/what the SLA function is calculating. Here I have an example of a call center planning scenario where I first input an SLA, Target Response Time, Average Arrival Rate and Average duration to get # of servers using the AGENTS function.

I then allow for adjustment to # agents and re-calculate the SLA based on the adjustment. However, when 0 adjustment is made, the calculated SLA does not equal my original input, even though the calcuated SLA uses the same paramters that I used for the agents formula.

Can someone explain why the Adjusted SLA <> SLA Input when # agents is the same?

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HimanshuRaj

Hi @raumais

You should not use additive function within a SLA function. Instead you can use this formula for adjusted SLA

'#Agents (Meet SLA within TRT)' + Agents Adjustment

This should give you what you need.

Cheers!!

raumais

Hi @Himanshu1998 Thanks for the reply!

I tried to stage the adjusted agents line item, and feed that into the Adjusted SLA function instead, but I still have the same issue. In theory, Adjusted SLA should equal the SLA input in this instance, no?

Cionweest

If call center efficiency is a concern, integrating automation will make a difference. For instance, using tools like this can help manage call volumes by reducing idle time between calls. It could complement your SLA approach by ensuring agents spend more time talking to customers rather than dealing with manual dialing. Combining workforce planning with smart dialing tools leads to better response times and overall service levels.

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