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* 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)
- cjeintermedia (Unlicensed)
- Jela Banovic (Deactivated)
The Service Level measures the percentage of incoming calls answered by Agents within the Acceptable Waiting Time (AWT) set on the Queues screen. Calls abandoned after the acceptable waiting time also impact the service level.
Service level is measured as follows:
- Red − If the indicator falls within the red area of the dial, the percentage of calls answered is below the AWT.
- Orange − 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 the indicator falls within the green area of the dial, the percentage of the calls answered is within the AWT.
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)