Reporting: Service Level

Service Level: the service level is the percentage of engagements that were answered within the predetermined threshold, over the queue metric window.

For example,  if the service level is 85%, the queue metric window is set to 600 seconds (10 minutes), and the service level is set to 30 seconds, that means that 85% of queued visitors have been connected to an operator in 30 seconds or less over the last 10 minutes.

Note: when no agents are online (and the queue therefore is closed), the service level will be 100%. The service level only goes below 100% if more visitors are in the queue than can be connected to an operator within the service level timeframe.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request