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Service level

Acronym: SL or SVL

Definition: Percentage of calls (X%) answered within Y seconds.

Application: Generally measured for each time interval (e.g., half hour) and is reported on a daily, weekly, or monthly basis. Applied to a given queue, phone number, or group/skill set. Expressed with notation such as "80/35" (for 80% in 35 seconds).



BROWSE SUBCATEGORIES:	Understanding service level as a call center metric: Podcast (1), Measuring service level in the call center: Expert advice (7), Test your knowledge of service level: Quiz (1)


Understanding service level as a call center metric: Podcast: 1 - 1 of 1

Understanding service level for the call center
Hear the definition for service level and learn why it's an important metric to consider in the call center in this brief podcast.


Measuring service level in the call center: Expert advice: 1 - 3 of 7

Agent performance management for the help desk
Call center expert Lori Bocklund answers a reader question about the best ways to score help desk agents and which metrics to use for a fair assessment. She suggests service levels, quality and customer satisfaction to...

How to define service level in the call center
Expert Lori Bocklund discusses factors that determine a call center's service level.

How to prepare a service-level agreement (SLA)
Lori Bocklund advises a reader on what to include in a service-level agreement (SLA) for the call center.

	VIEW ALL IN THIS CATEGORY


Test your knowledge of service level: Quiz: 1 - 1 of 1

What is the industry standard for service level?
Test yourself on service level in this question from the Call Center Metrics School quiz.

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