Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
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Service Level_(%)
- Larry Brown (Deactivated)
- Former user (Deleted)
- Jela Banovic (Deactivated)
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).
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.
Green | = | Service Level is optimal, and safely within your AWT values. |
Amber | = | Service Level is within AWT values, but less than optimal. |
Red | = | Service Level is degraded and in violation of threshold. |
Note: The dashboard refreshes every 1 minute.
Related content
Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)