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Service level is defined as the percentage of calls attended by your teams or agents within the configured threshold time. The service level dashboard in Freshdesk Contact Center gives you an overall picture of how your teams/call queues are performing.
You can see the live update of the service level, the average time taken to answer, average wait time, average handle time, average talk time, and longest wait time from the dashboard.
Understanding the service level metrics dashboard
To view the service level metrics dashboard, log in to your Freshdesk Contact Center account and go to Live Dashboard.
The various service level metrics you can see here are:
Service level target
The percentage of calls answered within the threshold number of seconds
|Service level threshold||The time limit set for the queue before which the agents are expected to attend the call.|
Average time to answer
The time an agent takes to attend a call starting from the time the call rings to the agent (after the playing the welcome message) or enters the wait queue
The time spent by a call in navigating an IVR or call queue is not taken into account.
Average wait time
The time that a caller spends in a wait queue.
Average handle time
The duration of a call from the time it is answered until it is disconnected.
Longest wait time
The call that has waited for the longest in a wait queue.
|Score Gauge||Gives a pictorial representation of your company's overall performance. You can see the service level target percentage achieved by each call queue in your account. The color of the gauge changes based on how the queue is performing.|
For example, assume that the expected service level target is 95%.
To view the dashboard in full screen, click on the full-screen icon. To edit the service level target of the queue, click on the edit icon.
Each time a call comes to a specific queue, the time an agent took to answer the call is compared against the threshold time set for the queue.
For example, consider that you have a US Sales call queue in your account, where:
% target service level is 90
Threshold time to answer is 45 sec
Now, if an agent from the US Sales team answers the call within 45 secs, the service level of the queue increases. The calls that are not answered within the expected threshold time indicate a service level breach and decreases the efficiency of the call queue/team.
Here are a few things to note:
The increase or decrease in individual call queue's service levels contributes to the overall Global service level.
The dashboard reflects the updated metrics every 5 mins.
Short abandoned calls and voicemails are not considered while calculating the service level.
Filtering Call Queues
You can also choose to monitor a specific set of call queues using the filter options available:
Call Queue filter: Select the list of queues you want to monitor.
Time Period filter: You can choose to monitor the live updates of service levels of calls in the Last hour or the whole day (Today).