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Service Level

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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 the wait time threshold / (Inbound contacts - Short abandoned contacts).

 

If the short abandoned setting is not enabled:

Contacts answered within the wait time threshold / Inbound Contacts.

 

Breakdown

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The Service Level metric can be broken down by ring group (queue). When the ring group breakdown is applied, the widget will display a list of ring groups with each ring group’s respective service level.

 

Time Span

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The Service Level metric can be displayed for any of the following time intervals:

  • Last 15 minutes
  • Last 30 minutes
  • Last hour
  • Today

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.

 

Visualization

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The default visualization for Service Level is Gauge.

 

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You can also select Metric as a visualization option.

 

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If the ring group breakdown is selected, the visualization will automatically change to List.

 

Threshold

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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

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You can filter the Service Level metric by ring group. This filter applies to the ring groups (queues) in which the contacts arrived.

See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.

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