Question

What is the SLA Index, how is the SLA Index calculated

Answer

SLA Index is a composite indicator that takes into account how SLA policies are violated in each request, how much is left, which of them are active, etc.

SLA Index shows the total violation of all incomplete SLA metrics in this request. The higher the value, the more significant the violation of incomplete SLA indicators.

The index is calculated as follows:

1. For each counter in the request:

   is_running * (1 - remaining.total_seconds() / target.total_seconds())
   

   That is, this is the ratio of what is left to what is the target indicator if the SLA counter is not completed (ticking) in the request. And the more overdue the indicator, the higher its value.
     
   is_running = 1 if the counter in the request is not completed (ticking).
   is_running = 0 if the counter in the request is stopped. 
   For example, if the first response has already been given to the request, then for this metric is_running = 0.
2. The total SLA Index is the sum of the indexes of all counters.

What does the SLA Index provide

1. It is recommended to display it in the filters and sort the list in descending order by it (since the highest index indicates the most significant SLA violations):
   
     
   
2. SLA Index is also used for redistribution of requests by the balancer. 
   For example: agents have a limit on the number of assigned requests, and everyone is busy now. There are 10 new/reopened requests in the queue. And when one of the employees becomes free, the request with the highest SLA Index will be assigned to them.