Oak Street SLA report

Upload a daily Oak Street Agent Success CSV. Monday–Friday, 9 AM–5 PM Eastern · 7 working hours.

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Report settings

Report typeMinimum daily non-pause hours

SLA 0.50 and aboveSLA 0.45 to below 0.50SLA below 0.45

Report rules

Pause: Under 3 minutes per day.

Wrap up: Up to 3 minutes per non-pause hour, with a 30-minute daily cap.

Hours: Red means below minimum or off target. CHECK DATA means a value needs checking.

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