Free practice · numeric · medium
Practice
Calculate the SLA shortfall
Current SLA attainment is 78% against an 85% target. What is the shortfall in percentage points?
Support operations · capstone brief
Three target gaps point to a focused staffing test
- Open tickets
- 48 18 above target
- Aged tickets
- 12 8 above target
- SLA attainment
- 78% 7 points below target
Current SLA attainment78%
Arrivals from 2–5 p.m. rose from 31 to 44. Pilot temporary coverage, then monitor backlog, aged tickets, and SLA rather than claiming a proven cause.