Service level settings
Service level is set per queue, in one place, and used by every screen: the reports, the wallboard and the Supervisor Console. There are no separate service level settings on boards or in the console.
The settings
Open Reports → Settings → Service level per queue (supervisors and admins). Each queue has three values; an empty value uses the default.
| Setting | Meaning | Default |
|---|---|---|
| Answer within (sec) | The service level threshold: a contact answered within this many seconds of entering the queue counts as within service level. | 20 s |
| SL target (%) | The share of contacts that should be answered within the threshold. Used for colours, attention items and the staffing estimate. | 80 % |
| Short abandon under (sec) | A caller who hangs up within this many seconds is a short abandon: not counted as abandoned and left out of service level. | 5 s |
Reset removes a queue's own values, so it uses the defaults again.
How service level is calculated
service level = answered within the threshold ÷ (answered + abandoned)
- Short abandons are in neither part.
- Outbound tasks and transfer legs are not part of service level.
- The wait is measured from the task's first entry into a queue to answer or hang-up.
Changes apply to history
When you save a queue's threshold or short-abandon value, the stored contacts of that queue are re-evaluated with the new values, and its 15-minute intervals are recalculated. The confirmation says how many contacts were re-evaluated. Reports for past periods change accordingly, so last month's report always uses today's definition.
The same happens when the default threshold for your environment is changed: queues that use the default are re-evaluated.
The target does not change stored data: it is only compared with the result.
Colour limits are separate
The boards and the console also have warning and critical colour limits. Those decide when a number turns yellow or red; they do not change how service level is counted. See Alert colours and Colour limits.