Understanding the Service Level
The Service Level applies to all of the media types (voice, email, chat, SMS, and open media).
The Service Level is expressed as X percent of calls handled in Y seconds or less, such as 80 percent of calls handled in less than 20 seconds. Why is Service Level the standard measurement of service? Service Level provides the most accurate representation of the callers’ experience. It is ultimately the caller who decides what constitutes good service, and whether or not to end a call. It applies to inbound transactions that must be addressed as they arrive.
When a caller enters a queue, the call is processed in one of
three ways:
- An agent answers the contact (handled contact).
- The client disconnects before an agent answers (abandoned contact).
- The contact is removed from the queue, and sent to another handling point (for example, to voice mail, an automated attendant, or another queue), (Interflowed contact).
For detailed information on Calls Offered, Calls Handled, Calls Abandoned, Calls Interflowed, and other Service Level parameters see "Choosing a Service level goal".
↑