The formula to calculate the service level percentage (SLP) is:
\[ SLP = \frac{CA}{CO} \times 100 \]
Where:
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%.
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.
