...
Service level is measured as follows:
- Red − if If the indicator falls within the red area of the dial, the percentage of calls answered is below the AWT.
- Orange − if If the indicator falls within the orange area of the dial, the percentage of the calls answered is still below the AWT, but is close to the AWT.
- Green − if If the indicator falls within the green area of the dial, the percentage of the calls answered is within the AWT.