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.
Skill 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 skill within that contact center.
A capability of an agent/resource that might be required in an interaction, such as language skills or knowledge of a business process.
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.
A type of Directory Number (DN) that is created to hold calls or messages that are waiting to be picked up. A queue is the holding point for calls or interactions that are waiting to be answered by an agent. The calls or interactions are usually assigned to available agents in a first-arrived, first-answered basis, but they may also be assigned according to a company’s routing strategies.
In Multimedia, a logical entity in the Interaction Server database that is represented as an object in business processes, and that is called an interaction queue. Typically, there is an Inbound queue, an Outbound queue, and various intermediary queues.
You can use the Service Level view to:
- configure the Queue Service Level settings for each queue. The Queue Service Level is the percentage of calls for a specific queue that were answered within the time interval (targeted time) for the current period.
- configure the Skill Service Level settings for each skill. The Skills Service Level is the percentage of calls for a specific skill that were answered within the time interval (targeted time) for the current period.
Click Settings > Service Level to open this view (Queues is the default view):
The Service Level is defined as the percentage (%) of all calls over the defined period (time period — a configurable moving window) that were answered by agents within X seconds, where X is the defined wait time — 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.