Here is the distinction between the two metrics:

  • % Inbound within SLA (Inbound+ Dashboard): This metric calculates the percentage of all inbound calls (answered and unanswered) that were answered within the defined SLA threshold. The formula is:
    % Inbound within SLA = (Inbound within SLA / Total Inbound Calls) * 100
    You can refine this calculation by excluding certain unanswered call reasons (e.g., "outside of hours") using the "Exclude from SLA" filter.

  • % Inbound in SLA (vs answered) (Analytics+ Dashboard): This metric specifically focuses on the percentage of answered inbound calls that were answered within the SLA threshold. It does not consider unanswered calls in its calculation, making it more focused on the performance of answered calls.

Key Difference:

  • % Inbound within SLA includes all inbound calls (answered and unanswered) in its calculation.

  • % Inbound in SLA (vs answered) only considers answered inbound calls, providing a more targeted view of SLA performance for calls that were actually answered.

it is normal for % Inbound in SLA (vs answered) to be higher than % Inbound within SLA. Here's why:

  • % Inbound within SLA includes all inbound calls (both answered and unanswered) in its calculation. If there are unanswered calls or calls that exceeded the SLA threshold, they will lower this percentage.

  • % Inbound in SLA (vs answered) only considers answered calls, which means it excludes unanswered calls entirely. Since unanswered calls are not part of this calculation, the percentage is typically higher because it focuses solely on the performance of calls that were successfully answered.

 

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