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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 Current VCC Dashboard Help
  • Service Level
    In the Premier Edition Cloud Current2 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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This page was last edited on July 30, 2020, at 16:23.