Service Level Reporting

  • 30 July 2019
  • 1 reply

Has anyone had trouble with Freshcaller's service level reporting? We've recently switched from Five9, and it seems like no matter how I try to calculate service level in Freshcaller we are consistently 5-10% lower than we should be. Even on a slower call volume day, our service level is still lower with Freshcaller. Any idea what I'm missing?

1 reply


Hello Dave,

Thanks for making use of the forum to raise your query! While we wait for other users to share their thoughts, I'd like to share the formula for calculating SLM below : 

The service level would be calculated based on this formula : SLM % = number of incoming answered SLA compliance calls / (total incoming calls - no of short abandoned calls - no of voicemail calls) * 100

I hope your concern was resolved in one of the tickets you had raised with us. Should you have any further questions with regards to SLM, feel free to shoot out your questions :D