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Configuring your Service Level

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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 considers only calls that are answered and missed (ie. abandoned calls and voicemails are not taken into account).

 

 

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:

  • Log into your Talkdesk account as an Administrator.
  • Click on the "Admin" tab at the top of the page [1].
  • Select the "Preferences" tab [2].

  • Scroll down to ‘Metrics Settings’ [3].
  • Type or select your desired ‘Service Level Threshold’ [4]. Note: Time must be set in seconds, without decimals.

  • Scroll down to the bottom of the page and click "Save" to apply the settings. 

 

To change the Service Level Threshold for a Specific Number:

  • Log into your Talkdesk account as an Administrator.
  • Click on the "Admin" tab at the top of the page [1].
  • Select the "Numbers" tab [2].

  • Click the number you want to set or change the SLA for.
  • Select the “Custom Settings” tab [3].
  • Tick ‘yes’ to  ‘Override Account Settings’ [4].

  • Scroll down to ‘Metrics Settings’ [5].
  • Type in your desired ‘Service Level Threshold’ [6]. Note: Time must be set in seconds, without decimals.
  • Press “Save” [7].

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.

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