📊Service level

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You can view service levels for a specific time range, employees, or specific channels.

Average service time

• The time it takes from when the agent picks up the service until this 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 number of days. (gray horizontal line)

• Values are recorded on the date the customer called in.

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

• The average can also be considered a metric for “daily average service time,” making it easier to observe if customer service times are unusually long on specific dates.

Average wait time

• The time elapsed from when the customer calls in until the agent answers.

• Shows up to the most recent 7 days.

• Average = total wait time / total number of days. (gray horizontal line)

• The average can also be considered a metric for “daily average wait time,” making it easier to observe if customer wait times are unusually long on specific dates.