📊Service level

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You can view service levels for a specific time range, employee, or channel.

Average service time

• The time from when an agent starts servicing to when that service is completed.

• Shows up to the most recent 7 days.

• This chart only counts services that have been completed.

• Average = Total service time / Total days. (gray horizontal line)

• Values are recorded on the date the call was received.

  Example: Customer called on September 1 and the agent completed the service on September 25; the average service time will be recorded on September 1.

• The average can also be viewed as a measure of "daily average service time," making it easier to observe if service times were unusually long on specific dates.

Average wait time

• The time from when the customer calls until the agent answers

• Shows up to the most recent 7 days.

• Average = Total wait time / Total days. (gray horizontal line)

• The average can also be viewed as a measure of "daily average wait time," making it easier to observe if wait times were unusually long on specific dates.