Service Level
Service level metrics are only showing information for Inbound and Missed calls which are the type of calls considered for Service Level calculation on the Calls model.
| Metric Name | Description | Calculation | Metric Type | Format |
|---|---|---|---|---|
| Total Wait Time | Total time callers waited for their call to be answered (only inbound and missed calls). | = sum (wait time in seconds) | Queue | ##:##:## |
| Average Wait Time | Average time callers waited for their call to be answered (only inbound and missed calls). | = sum (wait time in seconds) / sum (inbound and missed calls within business hours) | Queue | ##:##:## |
| Longest Wait Time | Longest time callers waited for their call to be answered (only inbound and missed calls). | = max (wait time in seconds) | Queue | ##:##:## |
| Average Abandon Time | Average time callers waited for their call to be answered before hanging up (only inbound and missed calls). | = sum (wait time in seconds if call type = abandoned / abandoned calls) | Queue | ##:##:## |
| Service Level | Percentage of calls Missed or Answered before the pre-defined threshold for the selected time frame. It is only calculated for events during business hours. | = inbound + missed within threshold in business hours / inbound + missed in business hours | Queue | ##.#% |
| Total Duration | Sum of the actual duration of all inbound calls (inbound answered calls), the timer begins when the call connects to Talkdesk and stops when the call ends. | = sum (duration in seconds) | Queue | ##:##:## |
| Average Duration | Average value of call duration, since the moment the calls gets connected to Talkdesk until one of the parties disconnects (only inbound and missed calls). | = sum (duration in seconds) / inbound and missed calls | Queue | ##:##:## |
| Longest Duration | Maximum value of call duration, since the moment the calls gets connected to Talkdesk until one of the parties disconnects (only inbound and missed calls). | = max (duration in seconds) | Queue | ##:##:## |
Updated over 3 years ago