SL=total no of calls answered within the threshold i.e.30 sec/total no of calls offered

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SL is a metric that measures the percentage of calls answered within 30 seconds out of the total calls offered.

SL is calculated by dividing the total number of calls answered within 30 seconds by the total number of calls offered.
SL is an important metric for call centers as it indicates the efficiency of the call center in handling calls.
A high SL indicates that the call center is able to handle calls efficiently and provide good customer service.
On the other hand, a low SL indicates that the call center may be understaffed or inefficient in handling calls.
For example, if a call center receives 100 calls and answers 90 of them within 30 seconds, the SL would be 90%.

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