Service Level Tab
The 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 if 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.
Properties
The following parameters affect how call/chat metrics related to service level are calculated.
Answered calls
The percentage of calls/chats expected to be answered within the time specified by Within threshold, relative to all calls/chats that are answered at any time or abandoned after this threshold.
Calls or chats abandoned before the Within threshold time are considered "short-abandoned" and are not included in service level calculations. To set a lower threshold for "short-abandoned" calls/chats, configure the properties:
- Use short abandonment threshold separate from service level threshold
- Separate short abandonment threshold.
Within threshold
The time (in seconds) within which calls/chats must be answered in order to meet the expected service level.
Use short abandonment threshold separate from service level threshold
When enabled, calls/chats abandoned before the time specified in Separate short abandonment threshold are considered "short-abandoned" and excluded from service level calculations. Calls abandoned after the Separate short abandonment threshold, but before the Within threshold, are included in the service level calculation.
When disabled, the Within threshold value is used as the threshold for both service level calculation and "short-abandoned" determination.
Separate short abandonment threshold
Defines the number of seconds within which abandoned calls are considered "short-abandoned" and is only applied when Use short abandonment threshold separate from service level threshold is enabled.
The value of Separate short abandonment threshold cannot exceed the time defined by Within threshold.