Service Level

Statistic Name Description Function/Formula

API Name

Service Level

Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configuration abandon threshold aren’t counted.

For more information on configuring SLA for your tenant or queues, see About Statistics Management.

For tenants or queues that use CxEngage’s default SLA configuration, Service Level uses the following thresholds:

SLA Threshold: 20 seconds

SLA Abandon Type: Ignore Abandons

Abandon Threshold: 20 seconds

Percentage

service-level

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Queue Interactions

Queue Entries