{"id":3013,"date":"2020-09-16T10:14:22","date_gmt":"2020-09-16T09:14:22","guid":{"rendered":"https:\/\/advento.info\/?post_type=manual_documentation&#038;p=3013"},"modified":"2020-09-16T10:23:37","modified_gmt":"2020-09-16T09:23:37","slug":"nivel-de-servicio-sla","status":"publish","type":"manual_documentation","link":"https:\/\/advento.info\/index.php\/documentacion\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/","title":{"rendered":"Nivel de Servicio (SLA)"},"content":{"rendered":"<p>En todos los Centro de Llamadas el nivel de servicio (SLA) es lo m\u00e1s importante ya que un buen SLA nos garantiza una buena atenci\u00f3n al cliente. En este reporte es posible crear filtros para parametrizar el nivel de servicio, estos datos son los siguientes:<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-3014 aligncenter\" src=\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png\" alt=\"\" width=\"254\" height=\"360\" srcset=\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png 554w, https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla-212x300.png 212w\" sizes=\"(max-width: 254px) 100vw, 254px\" \/><\/p>\n<ul>\n<li><strong>SLA: initial period<\/strong>, desde que segundo deseamos que se muestre el SLA, usualmente se muestra desde el segundo 10.<\/li>\n<li><strong>SLA: max period<\/strong>, hasta que segundo deseamos evaluar el SLA, se recomienda 90<\/li>\n<li><strong>SLA: interval<\/strong>, el intervalo de evaluaci\u00f3n del SLA, es decir cada cuando deseamos un dato de SLA, se recomienda entre 5 y 10 segundos.<\/li>\n<li><strong>Short Call Wait Limit<\/strong>, el tiempo de espera m\u00ednimo para poder considerar una llamada como valida. Muchas veces los llamantes cuelgan las llamadas demasiado r\u00e1pido y esto podr\u00eda afectar las estad\u00edsticas de nuestro Centro de Llamadas.<\/li>\n<li><strong>Short Call Talk Limit<\/strong>, tiempo m\u00ednimo de conversaci\u00f3n para considerar una llamada como valida, en algunas ocasiones los llamantes cuelgan la llamada apenas el agente responde, esto podr\u00eda afectar las estad\u00edsticas.<\/li>\n<\/ul>\n<p>A continuaci\u00f3n, se mostrar\u00e1 un gr\u00e1fico donde se puede observar el comportamiento del nivel de servicio (SLA).<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-3015\" src=\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla_1.png\" alt=\"\" width=\"2326\" height=\"2170\" srcset=\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla_1.png 2326w, https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla_1-300x280.png 300w, https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla_1-1024x955.png 1024w, https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla_1-768x716.png 768w, https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla_1-1536x1433.png 1536w, https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla_1-2048x1911.png 2048w\" sizes=\"(max-width: 2326px) 100vw, 2326px\" \/><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3002,"menu_order":0,"template":"","manualdocumentationcategory":[68,90],"manual_doc_tag":[],"class_list":["post-3013","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-telefonia-voip","manualdocumentationcategory-cloud-stats"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Nivel de Servicio (SLA) - Documentaci\u00f3n Advento networks<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nivel de Servicio (SLA) - Documentaci\u00f3n Advento networks\" \/>\n<meta property=\"og:description\" content=\"En todos los Centro de Llamadas el nivel de servicio (SLA) es lo m\u00e1s importante ya que un buen SLA nos garantiza una buena atenci\u00f3n al cliente. En este reporte es posible crear filtros para parametrizar el nivel de servicio, estos datos son los siguientes: SLA: initial period, desde que segundo deseamos que se muestre [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/\" \/>\n<meta property=\"og:site_name\" content=\"Documentaci\u00f3n Advento networks\" \/>\n<meta property=\"article:modified_time\" content=\"2020-09-16T09:23:37+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minuto\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/\",\"url\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/\",\"name\":\"Nivel de Servicio (SLA) - Documentaci\u00f3n Advento networks\",\"isPartOf\":{\"@id\":\"https:\/\/advento.info\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png\",\"datePublished\":\"2020-09-16T09:14:22+00:00\",\"dateModified\":\"2020-09-16T09:23:37+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#breadcrumb\"},\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#primaryimage\",\"url\":\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png\",\"contentUrl\":\"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png\",\"width\":554,\"height\":784},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/advento.info\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Cloud Stats (Call Center Reports)\",\"item\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Reporte de Llamadas\",\"item\":\"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Nivel de Servicio (SLA)\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/advento.info\/#website\",\"url\":\"https:\/\/advento.info\/\",\"name\":\"Documentaci\u00f3n Advento networks\",\"description\":\"Documentaci\u00f3n\",\"publisher\":{\"@id\":\"https:\/\/advento.info\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/advento.info\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"es\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/advento.info\/#organization\",\"name\":\"Documentaci\u00f3n Advento networks\",\"url\":\"https:\/\/advento.info\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\/\/advento.info\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/advento.info\/wp-content\/uploads\/2020\/07\/Logo_advento_gris_479.png\",\"contentUrl\":\"https:\/\/advento.info\/wp-content\/uploads\/2020\/07\/Logo_advento_gris_479.png\",\"width\":479,\"height\":92,\"caption\":\"Documentaci\u00f3n  Advento networks\"},\"image\":{\"@id\":\"https:\/\/advento.info\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Nivel de Servicio (SLA) - Documentaci\u00f3n Advento networks","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/","og_locale":"es_ES","og_type":"article","og_title":"Nivel de Servicio (SLA) - Documentaci\u00f3n Advento networks","og_description":"En todos los Centro de Llamadas el nivel de servicio (SLA) es lo m\u00e1s importante ya que un buen SLA nos garantiza una buena atenci\u00f3n al cliente. En este reporte es posible crear filtros para parametrizar el nivel de servicio, estos datos son los siguientes: SLA: initial period, desde que segundo deseamos que se muestre [&hellip;]","og_url":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/","og_site_name":"Documentaci\u00f3n Advento networks","article_modified_time":"2020-09-16T09:23:37+00:00","og_image":[{"url":"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png","type":"","width":"","height":""}],"twitter_card":"summary_large_image","twitter_misc":{"Tiempo de lectura":"1 minuto"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/","url":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/","name":"Nivel de Servicio (SLA) - Documentaci\u00f3n Advento networks","isPartOf":{"@id":"https:\/\/advento.info\/#website"},"primaryImageOfPage":{"@id":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#primaryimage"},"image":{"@id":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#primaryimage"},"thumbnailUrl":"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png","datePublished":"2020-09-16T09:14:22+00:00","dateModified":"2020-09-16T09:23:37+00:00","breadcrumb":{"@id":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#breadcrumb"},"inLanguage":"es","potentialAction":[{"@type":"ReadAction","target":["https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/"]}]},{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#primaryimage","url":"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png","contentUrl":"https:\/\/advento.info\/wp-content\/uploads\/2020\/09\/sla.png","width":554,"height":784},{"@type":"BreadcrumbList","@id":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/nivel-de-servicio-sla\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/advento.info\/"},{"@type":"ListItem","position":2,"name":"Cloud Stats (Call Center Reports)","item":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/"},{"@type":"ListItem","position":3,"name":"Reporte de Llamadas","item":"https:\/\/advento.info\/index.php\/documentation\/cloud-stats-call-center-reports\/reporte-de-llamadas\/"},{"@type":"ListItem","position":4,"name":"Nivel de Servicio (SLA)"}]},{"@type":"WebSite","@id":"https:\/\/advento.info\/#website","url":"https:\/\/advento.info\/","name":"Documentaci\u00f3n Advento networks","description":"Documentaci\u00f3n","publisher":{"@id":"https:\/\/advento.info\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/advento.info\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"es"},{"@type":"Organization","@id":"https:\/\/advento.info\/#organization","name":"Documentaci\u00f3n Advento networks","url":"https:\/\/advento.info\/","logo":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/advento.info\/#\/schema\/logo\/image\/","url":"https:\/\/advento.info\/wp-content\/uploads\/2020\/07\/Logo_advento_gris_479.png","contentUrl":"https:\/\/advento.info\/wp-content\/uploads\/2020\/07\/Logo_advento_gris_479.png","width":479,"height":92,"caption":"Documentaci\u00f3n  Advento networks"},"image":{"@id":"https:\/\/advento.info\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/manual_documentation\/3013","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/manual_documentation\/3013\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/manual_documentation\/3002"}],"wp:attachment":[{"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/media?parent=3013"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/manualdocumentationcategory?post=3013"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/advento.info\/index.php\/wp-json\/wp\/v2\/manual_doc_tag?post=3013"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}