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• 5.19 • 5.3 • 5.8

Service Level Tab

Service Level specifies the percentage of calls/chats associated with this service that are expected to be answered within a specified threshold.

The actual percentage of the interactions answered within the specified threshold time is monitored in real time, and supervisors can be alerted in case it drops below the specified target.

The Service Level tab is displayed for inbound voice, blended voice, and chat services only. For email services, the service level is defined differently. Email service level is configured in the Email tab.

Service Level tab


The Service Level tab has the following parameters to be set: answered calls and within threshold.

Answered calls

Answered calls is the percentage of calls or chats expected to be answered within the specified threshold relative to all calls/chats that are answered at any time or abandoned after this threshold. (Calls/chats abandoned within the threshold time are considered short-abandoned.)

Within threshold

Within threshold is the threshold time (in seconds).

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