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Glossary:Service Level

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.

For More Information

  • Getting Started
    In the PureEngage Cloud Julie PureEngage Cloud Workforce Management Guide
  • Getting Started
    In the PureEngage Cloud Public PureEngage Cloud Workforce Management Guide
  • IWD Overview
    In the intelligent Workload Distribution 9.0.0 iWD Overview
  • Queues
    In the Premier Edition Cloud Current2 VCC Dashboard Help
  • Service Level
    In the Premier Edition Cloud Current VCC Dashboard Help
  • Skills
    In the Premier Edition Cloud Current VCC Dashboard Help


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This page was last modified on October 8, 2015, at 11:02.