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OmniQ: Service Level Time Threshold

Service Level Time Threshold: the service level is the target time within which all engagements should be answered. Typically our customers set the threshold between 30-60 seconds.

This setting is used to calculate the Service Level metric (both live and historical data), or the percentage of engagements answered within the threshold. 

 

The service level can be adjusted in your OmniQ settings.

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