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What is the difference between the Service level parameter and the Agents service level?

Author: Łukasz Strumiński

Created: 2023-04-20. Updated: 2023-04-20.

• The Service level parameter shows the ratio of the number of calls received at a given time to the number of incoming calls.

It is calculated according to the formula: Number of calls answered before the defined threshold/Number of incoming calls * 100%,

• The Agents service level parameter shows the ratio of the number of calls answered at a given time to the number of calls offered per agent.

It is calculated according to the formula: Number of calls answered before the defined threshold/Number of calls offered * 100%.

The parameters differ in the time that is taken into account when calculating the parameter. As for Service level, it is the time calculated from the moment the customer enters the queue until the call is answered by the agent. As for Agents service level, on the other hand, it is the time when the phone starts ringing at the agent's place until the call is answered by the agent - the agent has no control over how long the customer waits in the queue before the call goes to him.

You can analyze both parameters in hotline reports.