Service Level is calculated by measuring how long it takes from the moment the call starts ringing or enters the waiting queue, until an agent answers it. It's based on the following formula:
If an agent answers all calls within 20 seconds (Talkdesk’s default threshold), then the Service Level will be 100%.
The Service Level timer starts as soon as the call starts ringing an agent or enters the waiting queue, after your welcome greeting and/or IVR messages.
It is only calculated for inbound calls during business hours, and only answered and missed calls are considered (i.e., abandoned calls and voicemails are not taken into account).
Contacts’ Data Model
Service Level is the number of contacts answered within your organization's waiting time threshold. It's based on the following formula:
[All contacts answered within threshold /
(All inbound contacts - Short abandoned contacts)] x 100
Additionally, Talkdesk Live shows a contact-level wait time for calls, meaning that queue-specific metrics will be available, showing for how long customers wait before an agent answers.
Note: We do not recommend measuring agent-level dimensions using the service level percentage, as it would have no statistical significance.
How to Configure your Service Level
As an admin, you can configure the Service Level threshold for your account as a whole or on a per number basis.
To configure the Service Level for your account, follow these steps:
1. Log in to your Talkdesk account as an Administrator.
2. Click on the Admin section [1].
3. Select the Preferences tab [2].
4. Scroll down to “Metrics Settings” [3].
5. Type or select your desired 'Service Level Threshold” [4].
Note: Time must be set in seconds, without decimals.
6. Click Save to apply the settings [5].
To change the Service Level Threshold for a Specific Number:
1. Log into your Talkdesk account as an Administrator.
2. Click on the Admin section [1].
3. Select the Numbers tab [2]. Click the number you want to set or change the SLA for.
4. Select the Custom Settings tab [3], and tick “Yes” to “Override Account Settings” [4].
5. Scroll down to ”Metrics Settings” [5].
6. Type in your desired “Service Level Threshold” [6].
Note: Time must be set in seconds, without decimals.
7. Press Save [7] to apply your changes.
Calls answered within your selected threshold will be considered as meeting Service Level.
Note: For reporting purposes, Service Level is not retroactively updated when the threshold is adjusted: it will only be calculated against the new threshold from the moment the value is updated.