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The Service Level metric shows the percentage of interactions in a queue that have been answered within the defined target time. The metric uses various other metrics to calculate the service level:

  • Answered with target. The number of interactions in a queue that are answered within the target.
  • Answered. The number of calls successfully connected to an agent.
  • Abandoned. The number of interactions in a queue that have been abandoned.
  • Breakouts (Total). The number of interactions that have been removed from a queue.

The metric requires the following settings:

  • Target Time to Answer. The time that interactions must have been answered within to meet the service level. Target Time to Answer is available for the Answered within target and Service Level metrics. Setting the value in one metric updates it for the other. 
  • Short Abandon Time. The time that interactions must have been abandoned within to be considered as short abandoned. Short Abandon Time is available for various metrics, specifically Abandoned and Service Level. Setting the value in one metric updates it for the others.

The metric is also affected by two optional settings: Include Queue Breakouts in SLA calculation and Include Agent Transfers.

Service level calculation

By default, the Service Level metric uses the following algorithm:

Answered within target ÷  (Answered + Abandoned + Breakouts) x 100

Breakouts

When Include Queue Breakouts in SLA calculation is No, breakouts are not counted. The new algorithm is:

Answered within target ÷  (Answered + Abandoned) x 100

Agent transfers

When an agent wants to transfer a customer to an interaction plan, they can initially queue on behalf of the customer. The agent can later choose to transfer the customer to the interaction plan and the customer can continue waiting.

If Include Agent Transfers is Yes, both agent and customer queuing times are included when calculating how long it took to answer the call. 
If Include Agent Transfers is No, only the customer's queuing time is included when calculating how long it took to answer the call.

The length of time to answer the call affects the Answered within target metric which in turn affects the Service Level calculation.

Short abandons

Interactions considered Short Abandoned are not included in Abandoned in the calculation.

No interactions

If there are no interactions, or all interactions are Short Abandoned, Service Level is N/A.

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