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 Service Level In the Premier Edition Cloud Current2 VCC Dashboard Help Service Level In the Premier Edition Cloud Current VCC Dashboard Help Queues In the Premier Edition Cloud Current2 VCC Dashboard Help Queues In the Premier Edition Cloud Current VCC Dashboard Help Reports View In the Workspace Web Edition VCC2.2 Genesys Cloud - Premier Edition: VCC Dashboard Help Reports View In the Workspace Web Edition VCC2.5 Genesys Cloud - Premier Edition: VCC Dashboard Help

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