Wfm Real Time Analyst Interview Questions and Answers for Freshers

SLA is calculated by dividing the total number of completed tasks within the agreed time frame by the total number of tasks.

• SLA = (Number of completed tasks within the agreed time frame / Total number of tasks) * 100

• Agreed time frame can be defined based on the specific requirements or industry standards

• SLA can be measured for various metrics such as response time, resolution time, etc.

• Example: If there are 100 tasks and 90 of them are completed within the agreed time frame, ...read more

SLA stands for Service Level Agreement.

• SLA is a contract between a service provider and a customer that defines the level of service expected.

• It outlines the metrics, responsibilities, and guarantees for the service.

• SLAs are commonly used in IT, customer support, and outsourcing industries.

• Examples of SLA metrics include response time, resolution time, and uptime.

• SLAs help ensure that services are delivered as agreed upon and provide a basis for measuring performance.

I perform various reports related to call center metrics and real-time performance.

• Real-time adherence report

• Service level report

• Average handle time report

• Abandoned call report

• Forecast accuracy report