The Service Level measures the percentage of incoming calls answered by Agents within the Acceptable Waiting Time (AWT) threshold set on the Queues screen. Calls abandoned after the acceptable waiting time also impact the service level. The current service level is displayed for the selected queue(s).
Arrows displayed in the bottom right corner of the Service Level infographic represents service level trends. 
If the service level value is less than the last refresh or if the value is different from the last refresh, the service level will improve or degrade accordingly. If the value remains the same the service level is stable.
| = | Service Level is improving. Values have improved since the last refresh.  optimal, and safely within your AWT values. |
Amber | = | Service Level is stable. Values are the same since the last refresh.  within AWT values, but less than optimal. |
Red | = | Service Level is degrading. Values are lower than the last refreshdegraded and in violation of threshold. |
Note: The dashboard refreshes every 1 minute.