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Explorer
kyoko1
Explorer
October 10, 2022
Question

How to check history reports

  • October 10, 2022
  • 2 replies
  • 28 views

Is the level of service the time between when a user's incoming call rings and when it is answered?
Is it the time from when the user enters the queue to when the user answers?

    2 replies

    E
    Creator III
    enielsen
    Creator III
    October 10, 2022

    Assuming this is about the Service Level meter on the Analytics for call queues? The ? popup for the Service Level meter says:

    Total completed calls with Threshold Time/Total completed calls

    And the Threshold Time is set in the settings for the widget (the ... icon) so one can decide what an appropriate amount of time is the maximum a caller should be waiting before a call is answered.

    (As opposed to the Overflow time setting in the Queue itself)

      K
      Explorer
      kyoko1Author
      Explorer
      October 11, 2022

      Thank you for your response.

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