> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/dashboard/service-level.md).

# Service level

## Filter

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

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2Fm2RMYwjik4VFRnoYRBxL%2Fimage.png?alt=media\&token=840504b0-a7a7-4d4f-a0bd-028c98f17dd1)

## Average service time

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2F6IABEyv743Y0fe6L5n5I%2F%E6%88%AA%E5%9C%96%202021-11-13%2019.26.44.png?alt=media\&token=ba14da7f-e47e-49aa-b8df-af30a2c0caa6)

* 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

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FKMtfLOiVdtNXzMJE6fpq%2F%E6%88%AA%E5%9C%96%202021-11-13%2019.26.37.png?alt=media\&token=22cb5663-3500-4919-b550-134202c2da53)

* 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.