SLA Update Generator

Upload Interactions CSV — daily + MTD metrics calculated automatically.

KPI Summary

Waiting
Report Date
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Latest date in CSV
Volume Today
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Total records today
Call GOS Today
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Handled in SLA / handled
Call GOS MTD
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Month to date
Abandon Today
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Excluding fast abandons
Abandon MTD
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Abandon excl. fast / offered
UploadWaiting
ColumnsNot checked
DatesNot checked

Generated Output

Output
Calculation rules
Call GOS = handled voice calls in SLA / handled voice calls. Abandon rate = abandoned voice calls over 20 seconds / total offered records. Today is based on the latest date found in the uploaded CSV.
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