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      Service Level
      • 31 Jul 2025
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      Contents

      Service Level

      • Updated on 31 Jul 2025
      • 1 Minute to read
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      Article summary

      Who should read this article: Administrators, Supervisors

      Monitor service level statistics for omnichannel interactions.

      Introduction

      For Omnichannel (digital) interactions, the Service Level widget may be configured to display one or more of the following Service level statistics:

      • Time to first response: % of interactions within SLA
      • Time to reply: % of agent replies within SLA
      • Time to resolution: % of interactions within SLA

      Reporting Real-time Dashboard Service Level Widget

      These statistics measure the level of customer service your contact center is providing to your contacts.

      Color-coding

      Above each statistic, the Service level displays an arc, similar to a tachometer, that is colored to indicate at a glance whether the service level is meeting expectations. The arcs are color-coded as follows:

      • Green – The team is within 0% to 50% of the allotted time for the SLA metric.
      • Yellow – The team is within 51% to 99% of the allotted time for the SLA metric.
      • Red – The allotted time for the SLA metric has been exceeded by the team.

      Service Level configuration

      The service level metrics are configured on the Administration > System Settings page, in the Digital section of the Timers tab.

      Reporting Real-time Dashboard Service Level Widget Timers Configuration

      Setup

      General tab

      The Service Level settings panel General tab includes the following parameters:

      StatisticDescription
      Time to first responseAfter an incoming interaction is assigned to an agent, this is the maximum time, in seconds, that an agent has to issue a first response.
      Time to replyIn an ongoing conversation, this is the maximum time, in seconds, that an agent has to reply to the latest response from a contact.
      Time to resolutionAfter an incoming interaction is assigned to an agent, this is the maximum time, in seconds, that an agent has to resolve an interaction.

      Reporting Real-time Dashboard Service Level Widget General Tab

      Teams tab

      Select one or more teams to monitor.

      Channels tab

      Select one or more digital channels to monitor.

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