Service Level Widget

Required permissions: Service Level

Refresh rate: 6 minutes

The Service Level report generates the percentage of calls that reach the queue and meet the Service Level Threshold. The number in green displays the number of calls handled within the service level threshold, and the number in red shows the number of contacts not handled within the threshold. The large number in white displays the percentage of calls meeting the service level threshold. A low percentage (or if the number in red is higher than the number in green) indicates a need for performance improvement. If a skill has 0 contacts within the time period selected, the Service Level will be 0%. This widget resets at midnight according to the user's browser time zone (determined by user's PC operating system).