Service Level Calculator

Calculate Service Level Percentage (SLP)



Formula

The formula to calculate the service level percentage (SLP) is:

\[ SLP = \frac{CA}{CO} \times 100 \]

Where:

Example

Let's say the total number of calls answered (\( CA \)) is 450 and the total number of calls offered (\( CO \)) is 500. Using the formula:

\[ SLP = \frac{450}{500} \times 100 \]

We get:

\[ SLP = 0.9 \times 100 = 90 \]

So, the service level percentage (\( SLP \)) is 90%.

What is a Service Level?

A service level is a measure of the percentage of the total number of calls that are answered within a certain amount of time with respect to the total number of calls offered. It is a metric used in call centers to outline the ratio of calls answered in a timely manner.