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What is Service Level?

Service Levels define the percentage of calls attended by your agents or teams in your account within a specified threshold time. You can set a % target service level and an expected threshold time to answer a call to monitor if your teams meet these standards using Freshcaller. 


The service level target is measured as follows:

For example, a service level target of 80% means that 8 out of 10 calls were attended within the specified threshold time. The default global service level target, which applies to all call queues in your account is 80 % with 30s as threshold time.

However, you can also set service level targets for individual call queues in your account. Freshcaller allows you to easily view and monitor the service level metrics of all queues/teams in your account from the Live Dashboard.

Note: The service level target is calculated only for the incoming calls during the configured business hours and includes only answered and missed calls and does not include short abanodned calls and voicemails.

How to configure your account’s Service Level?

  1. Log in to your Freshcaller account.

  2. Go to Admin Settings > Service Levels. You can see the default global service level target set to 80 with a threshold time of 30s.

    Note: The default global service level applies to all call queues in your account.
  3. To set a new service level for each queue/team, click on the New Service level option.

  4. On the New Service Level screen:

    • Select the Queue name

    • Enter the service level target percent you want to set for the queue

    • Enter the threshold limit (time to answer) in seconds.

  5. Click Save.

Note: The global service level applies to all call queues that do not have a custom seeting.

How to edit or restore service levels?

  1. Log in to your Freshcaller account.

  2. Go to Admin Settings > Service Levels.

  3. Hover over the Call Queue for which you want to edit the service level and click on the edit icon.

  4. Modify the service level target percentage or the threshold time.
    Alternatively, you can click on the Restore to global service level option to reset the service level target of the queue.


How to improve service level targets using short abandon time?

Sometimes, customers may disconnect a call within a few seconds leaving no time for your agents to answer the call. However, even such calls will be included for service level calculation. To avoid this, you can set a short abandon time for any Freshcaller number in your account. For instructions, see Setting Short Abandon Threshold Limit.

When you set a short abandon time, incoming calls that ring less than the configured short abandon time will not be considered while calculating the service level.