The Service Level measures the percentage of incoming calls answered by Agents within the Acceptable Waiting Time (AWT) threshold set on the Queues screen. Calls abandoned after the acceptable waiting time also impact the service level. The current service level is displayed for the selected queue(s).

Service Level

If the service level value is less than the last refresh or if the value is different from the last refresh, the service level will improve or degrade accordingly. If the value remains the same the service level is stable.

Green

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Service Level is optimal, and safely within your AWT values.

Amber

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Service Level is within AWT values, but less than optimal.

Red

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Service Level is degraded and in violation of threshold.

Note: The dashboard refreshes every 1 minute.