Configure the service level calculation


Prerequisites
  • Analytics > Insight Configurations > Edit permission

Administrators can choose whether to include flow-outs in their contact center’s service level calculations. For more information about service level, see the service level glossary term. Service level is visible in several queue-based views and reports, such as the Queues Activity Summary view and Queue Metrics Daily report

Note: This setting applies retroactively. When you change this setting, the service level data for past dates in views and future reports update to reflect the change. The data does not update in any reports that have already run.

To select whether to include flow-outs, complete the following steps:

  1. Click Admin.
  2. Under Contact Center, click Analytics.
  3. Under Service Level Calculations Options, enable Include Flowouts in Calculation.
    • If you do not include flow-outs, then the service level percentage calculation is:
      Number of answered interactions – number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100
    • If you choose to include flow-outs, then the service level percentage calculation is:
      Number of answered interactions – number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions + number of flow-outs)*100