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

##:##:##