Service Level is a metric that measures the percentage (X%) of calls that must be answered in a set amount of time— for example, 80% of the calls must be answered within 30 seconds.
In Workforce Management (WFM), a customer service goal that is defined as the percentage of interactions that are handled within a time limit.
In Universal Routing, using a Service Level routing object in a voice strategy enables you to select or create a routing rule that specifies a service factor for a customer segment. For example, you may want to distribute 60 percent of interactions in less than 10 seconds to a specific agent group.
Queue Service Level
In Premier Edition Cloud, a type of functionality found in the Settings view in VCC Dashboard, which allows a contact center administrator to configure a service level for each queue within that contact center.
The number of calls that were answered by using the controlled operation or according to the routing scripts.
In Premier Edition Cloud, the unique count of calls answered by at least one agent:
- if the same call is answered by more than one agent, it is still counted as 1
- if the same call is not answered (missed) at first but is then answered by another agent, it's still counted as an answered call.
Current Average Wait Time
In Premier Edition Cloud, a statistic that provides the current average amount of time that callers currently spend waiting for agent interaction in a specific queue or for a specific skill. This statistic only reference calls currently in the ACD queue.
The Queues section displays statistical information for the queues assigned to your team (supervisor) or contact center (administrator):
The Queues section provides you with statistical information for your queue statistics and your call history. It is divided into two sections:
Click to view the following statistics about the queue:
- Queue Service Level
Hover over Queue Service Level to see:
- Calls Waiting
- Max Wait Time, which is the longest waiting time spent by a call currently waiting in a queue
- Avg Wait Time, which is the average waiting time across all calls currently waiting in a queue
Hover your mouse pointer over any point in the graph to see statistics for particular moments in time.
Click the Abandoned Calls or Answered Calls links to highlight each statistic.
What is the Queue Service Level?
The Queue Service Level enables you to monitor the queue Service Level for each queue.
The Service Level is defined as the percentage (%) of all calls over the defined interval (time period — a moving window that is configurable) that were answered by agents within X seconds, where X is the defined Speed of Answer and is configurable — for example, a call is included in the total number of calls if the caller waits in queue for a configurable amount of time (measured in seconds), even if the caller hangs up (abandons the call) before the call is sent to an agent.
Short calls are calls that are abandoned very quickly, so they must not count against the service level. The short calls time period is not configurable and is set to 10 seconds. This short calls time period helps you to filter out calls that did not stay in the ACD queue long enough to be reported as events.
Administrators can configure the Queue Service Level by clicking the Queues tab in Settings > Service Level.
How are my queues displayed?
When a new ACD Page is created in CX Builder, the associated queue is displayed here.
What are the statistical data refresh rates?
The Queue statistical data refresh rates are as follows:
|Statistics Information||Refresh Rate|
All queue statistics
Refreshed every 10 seconds
Changes to queues caused by the creation or deletion of an ACD Page in CX Builder
Refreshed every 5 minutes