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:

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

Teams tab

Select one or more teams to monitor.

Channels tab

Select one or more digital channels to monitor.