An agreement in Real Time displays the current service level compared with the service level agreement (SLA) for a virtual queue. The current service level equates to the percentage of calls that have been calls—received in the last 8 hours—that were answered within the target time. For information about virtual queues, service levels, and SLAs, see Virtual Queues.
In the French Service agreement, 80% (8 out of 10) of interactions were answered within the target of 60 seconds compared to a target of 85%.
In the French Sales agreement, 57.1% (four out of seven) interactions were answered within the target of 90 seconds compared to a target of 80%.
Both agreements missed their SLA.
Real Time presents agreement data for calls received within the last 8 hours. Calls received more than 8 hours ago are no longer included in agreements.