Issue:

Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.

When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.

Business impact:

Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.

Managers may interpret the 0% value as a failure to meet the SLA, even though the queue received no calls and therefore had no opportunity to meet or fail the SLA requirement.

This can also skew aggregate or overall SLA percentages when zero-volume queues are included in the calculation, resulting in an inaccurate representation of the department's actual service-level performance.

Expected improvement or behavior:

When a queue receives zero calls during the selected reporting period, the system should not negatively impact the SLA calculation.

The preferred behavior is for the queue to display an SLA of 100%, as there were no calls that failed to meet the SLA requirement.

Alternatively, if 100% is not appropriate for a zero-volume queue, the system should display the SLA as N/A and exclude the queue from the overall SLA calculation.

Most importantly, queues with zero eligible calls should not be treated as 0% SLA or negatively impact the department's overall SLA performance.