- Data Model
- Definition
- Calculation
- Breakdown
- Sort Capabilities
- Time Span
- Visualization
- Threshold
- Filters
Data Model
Service Level on Talkdesk Live™ is a contacts data model metric.
Definition
The percentage of Inbound Contacts that were answered within the wait time threshold set in the account.
Calculation
If the short abandoned setting is enabled:
[Contacts answered within wait time threshold in Business Hours /
(Inbound contacts in Business Hours - Short abandoned contacts in Business Hours)] x 100
Consider Inbound Contacts as Answered contacts, Abandoned contacts, Short-abandoned contacts, Missed contacts, and Voicemail.
If the short abandoned setting is not enabled:
[Contacts answered within wait time threshold in Business Hours /
Inbound contacts in Business Hours] x 100
For Digital Interactions:
Inbound interactions responded to within the SLA Policy Threshould / Inbound interactions from channels where the SLA policy is active
Breakdown
The Service Level metric can be broken down by queue and by channel. When the breakdown is applied, the widget displays a list of queues (or channels), along with the corresponding service level for each.
Sort Capabilities
In breakdown mode, you can sort the Service Level metric by Queue and Value. You can sort the information by alphabetic order or value.
When sorting by Value (either ascending or descending), null entries are always displayed at the bottom.
Time Span
The Service Level metric can be displayed for any of the following time intervals:
- Last 15 minutes
- Last 30 minutes
- Last hour
- Today
- Custom Start Time
By default, the time span for the Service Level metric is “Today”. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.
The "Custom Start Time" time span allows to define the exact time when a metric resets and begins counting each day, based on the dashboard's timezone settings.
Visualization
The default visualization for Service Level is Gauge.
You can also select Metric as a visualization option.
If the queue breakdown is selected, the visualization will automatically change to List.
Threshold
Up to three threshold rules can be set for the Service Level metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
Filters
You can filter the Service Level metric by the queue and channels.
The “Queues” filter applies to the queues in which the contacts arrived.
The ”Channels” filter applies to the channels from which interaction comes. Channels including:
- Voice
- SMS
- Chat
- Facebook Messenger
- Digital Connect
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.