---
title: "Service Level"
slug: "reporting-service-level"
description: "Monitor service level statistics for omnichannel interactions."
updated: 2025-07-31T10:10:20Z
published: 2025-07-31T10:10:20Z
canonical: "docs.voiso.com/reporting-service-level"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level

**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](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Service%20Level%20Widget.png)

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](/v1/docs/administration-system-settings#timers)** page, in the **Digital** section of the **Timers** tab.

![Reporting Real-time Dashboard Service Level Widget Timers Configuration](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Service%20Level%20Widget%20Timers%20Configuration.png)

## Setup

### General tab

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

| Statistic | Description |
| --- | --- |
| Time to first response | After 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 reply | In 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 resolution | After 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](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Service%20Level%20Widget%20General%20Tab.png)

### Teams tab

Select one or more teams to monitor.

### Channels tab

Select one or more [digital channels](/v1/docs/digital-channels) to monitor.

A percentage measurement of how well standards are met for customer service.

Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.