Service level is defined as the percentage of calls attended by your teams or agents within the configured threshold time. The service level dashboard in Freshcaller gives you an overall picture of how your teams/call queues are performing. 

You can see the live update of the service level, the average time taken to answer, average wait time, average handle time, average talk time, and longest wait time from the dashboard.


Understanding the service level metrics dashboard

To view the service level metrics dashboard, log in to your Freshcaller account and go to Live Dashboard.

The various service level metrics you can see here are:

SLM metrics 

Description

Service level target

The percentage of calls answered within the threshold number of seconds

Service level thresholdThe time limit set for the queue before which the agents are expected to attend the call.

Average time to answer

The time an agent takes to attend a call starting from the time the call rings to the agent (after the playing the welcome message) or enters the wait queue

The time spent by a call in navigating an IVR or call queue is not taken into account.

Average wait time

The time that a caller spends in a wait queue.

Average handle time

The duration of a call from the time it is answered until it is disconnected.

Longest wait time

The call that has waited for the longest in a wait queue.

Score GaugeGives a pictorial representation of your company's overall performance. You can see the service level target percentage achieved by each call queue in your account. The color of the gauge changes based on how the queue is performing.

For example, assume that the expected service level target is 95%.

  1. Red: The team/call queue is far from meeting the target service level and indicates that it is not performing well.  For example, a 10 % service level.

  2. Orange: The team/call queue is working just okay and is reasonably efficient. For example,  a 45 % service level.

  3. Green: The team/call queue has achieved the target service level expectations. and is highly efficient. For example, a 100% service level.


To view the dashboard in full screen, click on the full-screen icon. To edit the service level target of the queue, click on the edit icon.


Example:

Each time a call comes to a specific queue, the time an agent took to answer the call is compared against the threshold time set for the queue.

For example, consider that you have a US Sales call queue in your account, where:

  • % target service level is 90

  • Threshold time to answer is 45 sec

Now, if an agent from the US Sales team answers the call within 45 secs, the service level of the queue increases. The calls that are not answered within the expected threshold time indicate a service level breach and decreases the efficiency of the call queue/team.


Here are a few things to note:

  • The increase or decrease in individual call queue's service levels contributes to the overall Global service level.

  • The dashboard reflects the updated metrics every 5 mins. 

  • Short abandoned calls and voicemails are not considered while calculating the service level.

Filtering Call Queues

You can also choose to monitor a specific set of call queues using the filter options available:

  1. Call Queue filter:  Select the list of queues you want to monitor.

  2. Time Period filter: You can choose to monitor the live updates of service levels of calls in the Last hour or the whole day (Today).