📘 Understanding This SLA Forecast Calculator
What this tool does: It predicts your end-of-day Service Level (SLA) using a simple weighted SLA method. You only enter a few values, and the calculator estimates your final SLA instantly.
🔍 Input Details
- Total Forecast Calls: Calls expected for the whole day.
- Actual Calls So Far: Calls handled up to the current time.
- SLA So Far (%): Current service level until now.
- Expected SLA For Remaining Hours: Your expected SLA for upcoming intervals.
🧮 Calculation Logic
The formula used is:
Final SLA = ((Actual Calls × SLA Now)
+ (Remaining Calls × Expected SLA))
÷ Total Forecast Calls
This helps you predict the final SLA based on both completed and upcoming intervals.
🎯 Why This Helps WFM Teams
- Quick end-of-day SLA forecasting
- Helps plan intraday staffing actions
- Gives early warning of SLA dips
- Useful when interval-wise data is incomplete