Required permissions: Service Level
Refresh rate: 6 minutes
This widget shows the percentage of calls that reach a skill's
Used to automate delivery of interactions based on agent skills, abilities, and knowledge. queue and meet the service level threshold. This threshold is set in the skill's settings, which lets you set an amount of seconds by which you expect agents to respond to the contact The person interacting with an agent, IVR, or bot in your contact center..
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Green Number: Calls handled within the service level threshold.
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Red Number: Calls not handled within the service level threshold.
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Percentage: The percentage of calls that have met 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 no 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).
