Understanding Service Level Impact (SLI) percentages

Updated June 10, 2024 19:21

Learn about SLIs and their calculation for Leave Management in Back Office Suite.

Overview

You can use the SLI percentage to ensure you're well-staffed and can fulfill your duties and promises; in return, it's a great tool to help you make informed Leave Request decisions.

Before you start

Here are some things you must do before you start:

We recommend reading Approve or Decline a Leave Request.

Understanding SLIs

You can see an SLI percentage when you review absent or pending Leave Requests.

To learn more about reviewing Leave Requests, check out Approve or Decline a Leave Request.

The SLI percentage is a number that shows how much of an impact an employee's leave has on your outcomes and client promises.

Service Level Impact Terminology table

Term

What it means

What it does

Service level

Scheduled shifts (in hours) as part of a contractual obligation to deliver services. The hours are represented in one or more Post Positions for a contracted site.

Secforce Security won a contract to provide security services to Dune Airport.

Secforce Security is required to provide 24-hour and seven days a week security coverage for two positions:

Position A
Gate security. Comprised of two 12-hour shifts.
Position B
Walking tour patrols are made of two 12-hour shifts, with one overnight.

This equals 840 hours of weekly shift hours.

A service level of 100% means Secforce Security assigned employees to all shifts for all scheduled hours.

Daily schedule vs. a working day or week

Employees can have agreements for their working hours. A full-time employee can be guaranteed 40 hours a week versus a part-time employee at 20 hours per week. Daily shift working hours can differ from the definition of hours worked per day.

Paul is a full-time employee. A day is defined as eight hours, but Paul, as part of his contract, can work a modified weekly schedule of 12 hours a day for three days and four hours on the fourth day. For example:

On days one to three, Paul worked 12 hours daily.
On day four, Paul works four hours.

This results in a 40-hour work week. Paul uses the fifth day to work on his own business.

Calculating SLI percentages

The SLI percentage is the current amount of calculated coverage problems based on three factors in the Back Office Suite:

The total number of scheduled shifts at the site for each post.
The total number of hours covered by a scheduled shift at the site.
The number of hours requested in the Leave Request.

For example, Service Level is the current coverage of shifts at a site for each defined post. The daily service requirement is scheduled shifts across all posts. A Monday schedule can have two scheduled posts:

Post A has Shift A with three employees.
Post B has Shift B with two employees.

This means five people must satisfy the need for five shifts for two specific positions that day.

The service level for the day can be defined for each distinct position and total hours across all positions for that day:

Position A has a service level
Position B has a service level

A day is a service level based on the sum of Position A plus Position B hours. This logic can apply to the week and the month.

The higher the SLI percentage, the more of an effect the leave request has on your workforce and client obligations.

When you approve a Leave Request, all SLI percentages are recalculated.

Daily SLI calculation

A daily SLI calculation is when there's a daily impact for each day an employee has a shift. In Back Office Suite, there are two types of calculations:

What Back Office Suite is calculating	Calculation
For the position	Current coverage equals assigned hours divided by 100 percent of total hours. Leave Request impact equals current coverage (assigned hours minus Leave Request impacted shift hours divided by total hours). This includes overlapping hours from the previous or the next day. Individual daily doesn't correlate on a day-by-day comparison because of overlapping shifts; use weekly KPIs instead.
For the day, regardless of the position	Current coverage equals the total assigned hours divided by the total hours scheduled. Leave Request impact equals current coverage divided by (total assigned hours minus Leave Request impact shift hours) divided by total hours, including daily overlapping hours.

Weekly SLI calculation

Weekly SLI for each week when an employee has a shift and submits a Leave Request, Back Office Suite calculates the SLI for the position:

What Back Office Suite is calculating	Calculation
For the position	Current coverage equals assigned hours divided by 100 percent of total hours. Leave Request impact equals assigned hours minus Leave Request impacted shift hours divided by total hours (including any overlapping hours from the previous or next day at the beginning or end of the week). Individual daily isn't correlated on a day-by-day comparison because of overlapping shifts; weekly KPIs should be used.
For the week, regardless of the position	Current coverage equals assigned hours divided by 100 percent of total hours. Leave Request impact equals current coverage verses (total assigned hours minus Leave Request impact shift hours) divided by total hours, including weekly overlapping hours.

Monthly SLI calculation

Monthly SLI for each month when an employee has a shift and submits a Leave Request, Back Office Suite, calculates the SLI for the position:

What Back Office Suite is calculating	Calculation
For the position	Current coverage equals assigned hours divided by 100% of total hours (100%). Leave Request impact equals current coverage verses (assigned hours minus Leave Request impacted shift hours) divided by total hours, including overlapping hours from the previous or next day at the beginning or end of the month. Individual daily doesn't correlate on a day-by-day comparison because of overlapping shifts; use weekly KPIs.
For the month, regardless of the position	Current coverage equals total assigned hours divided by 100 percent of total scheduled hours. Leave Request impact equals current coverage verses (total assigned hours minus Leave Request impact shift hours) divided by total hours, including monthly overlapping hours.