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Collaboration, Voice & AV · Foundational

Service Level

A contact center metric measuring the percentage of contacts answered within a target time, such as 80 percent in 20 seconds.

Definition

Service level reflects customer wait experience and drives staffing. It is calculated per queue over intervals and is often reported alongside abandon rate and average speed of answer. Different products may treat abandoned calls differently in the calculation, so definitions must be checked.

Example

The billing queue answered 82 percent of calls within 30 seconds, meeting its 80/30 target.

Exam tip

Know how abandoned calls affect the calculation in the reporting tool used.

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