Overview

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

Service Level (%)

Service level is measured as follows:

Red − If the indicator falls within the red area of the dial, the percentage of calls answered is below the AWT.
Orange − If the indicator falls within the orange area of the dial, the percentage of the calls answered is still below the AWT but is close to the AWT.
Green − If the indicator falls within the green area of the dial, the percentage of the calls answered is within the AWT.