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Service Level Percentage Formula

This short guide will show you how to calculate the Service Level Percentage of your contact centre.

The Service Level or SL is equal to the Calls Answered within the Service Level over the Calls received less the sum of Short Calls and Escalated Calls.

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    Mark Hammans

    You should run the 'Queue Summary with Compliances' report to confirm how many calls were answered within the S/L