service level
Service level measures the percentage of conversations answered within a defined time threshold. It helps you evaluate how effectively your organization responds to customer interactions within a target timeframe.
How is service level measured?
Service level is measured based on how long a conversation waits in a queue before an agent answers it. The timer starts when the conversation begins, waiting in a queue. The timer stops when the conversation is answered. The total wait time is compared with the configured service level target. If the wait time is less than or equal to the target, the conversation meets the service level.
Service level calculation
Service level is calculated as:
Service Level = Conversations answered within the target time Total conversations included in the calculation
The number of conversations included in the calculation depends on your configured service level options. To set these service level options, see Configure contact center analytics options.
Service level options
You can use service level options to determine the conversation type to be included in the calculation. These options do not affect how wait time is measured; they only determine which conversations are included in the calculation of the final service level percentage.
You can enable or disable each of the following service level options independently:
- Include flowouts in the calculation: Flowouts are conversations removed from the queue by a flow action before being answered by an agent. When enabled, flowouts are included in the calculation and count as not meeting the service level target. When disabled, flowouts are excluded from the calculation.
- Include short abandons in the calculation: Short abandons are conversations that disconnect within a defined short time threshold. When enabled, these conversations are included in the calculation. When disabled, they are excluded. This option helps you ignore brief interactions that do not represent meaningful customer intent.
- Include abandons in the calculation: Abandoned conversations are the conversations that disconnect before being answered. When enabled, abandoned conversations are included in the calculation and count as not meeting the service level target. When disabled, they are excluded from the calculation.
How the options work together
Service level can be understood as follows:
Service Level = Conversations that met the target Conversations included in the calculation
The numerator always represents conversations answered within the target time. The denominator changes depending on which options are enabled.
The following example illustrates how different conversation outcomes and service level options affect both inclusion in the calculation and whether each conversation meets the target, using a service level target of 20 seconds.
| Conversation | Outcome | Wait Time (seconds) | Meets Target | Included (example configuration) |
|---|---|---|---|---|
| A | Answered | 10 | Yes | Yes |
| B | Answered | 25 | No | Yes |
| C | Abandoned | 15 | No | Yes (on enabling abandons) |
| D | Abandoned | 3 | No | No (on excluding short abandons) |
| E | Flowout | — | No | Yes (on enabling flowouts) |
In the preceding example, only Conversation A meets the target. The total number of included conversations varies based on the enabled service level options.
Service level and operating hours
Service level calculations do not consider queue operating schedules. Wait time is not paused when a queue is closed, and anytime spent waiting during closed hours is fully included in the total wait time.
For example, if a conversation enters the queue at 5:55 PM, the queue closes at 6:00 PM, and the conversation is answered at 9:00 AM the next day, the entire overnight period is included in the wait time. As a result, the conversation likely does not meet the service level target.
How service level is reported over time
Service level is reported based on when a conversation is answered, not when it enters the queue. Metrics are recorded at the time that the conversation is answered, and reporting intervals—such as hourly or daily views—group conversations using this time stamp.
For example, if a conversation enters the queue at 11:50 PM on Day 1 and is answered at 12:10 AM on Day 2, the service level impact is reflected in Day 2 reporting.
Aggregation and averages
Service level is calculated using totals rather than by averaging percentages across intervals. To determine service level over multiple intervals, add the total number of conversations that met the target and the total number of conversations included, then divide these totals. This approach ensures an accurate overall service level. For more information about aggregates and averages, see the developer center.
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