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Precision Skills SLA Formula

UCCE 9.0

We are usingPrecision Skills rather than normal Skills.

And we wan tto calculate our SLA using Q Threshold rather than Call Type.

For normal Skills there are tables like SkillGroup_Interval which has teh required fields to do this, but for Precision Skills I can only see PQ_RealTime table which has to5 fields - which hold 5 minutes data.

So:

- What is a good formula to claculate SLA using skill data rather than Call Type data anyways please - ServiceLevelCallsHalf / ServiceLevelCallsOfferedHalf - ServiceLevelAbandHalf    OR ?

- How do we calculate this for Precision Skills please?

Thanks,

Kartik

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