Metrics & KPIs

Uptime SLA

/ uptime-sla /

A contractual availability guarantee (e.g., 99.9%) for an agent platform or service.

Why it matters

An agent that’s down doesn’t hallucinate — it just fails everyone at once. SLAs put contractual teeth behind availability.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

Uptime SLA

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