Service Level
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Service Level is a metric that measures the percentage (X%) of calls that must be answered in a set amount of time— for example, 80% of the calls must be answered within 30 seconds. | Service Level is a metric that measures the percentage (X%) of calls that must be answered in a set amount of time— for example, 80% of the calls must be answered within 30 seconds. | ||
| − | In Workforce Management (WFM), a customer service goal that is defined as the percentage of interactions that are handled within a time limit.<br/> | + | In [[Glossary:Workforce_Management|Workforce Management]] (WFM), a customer service goal that is defined as the percentage of interactions that are handled within a time limit.<br/> |
| − | In Universal Routing, using a Service Level routing object in a voice strategy enables you to select or create a routing rule that specifies a service factor for a customer segment. For example, you may want to distribute 60 percent of interactions in less than 10 seconds to a specific agent group.<br/> | + | In [[Glossary:Universal_Routing|Universal Routing]], using a Service Level routing object in a voice strategy enables you to select or create a routing rule that specifies a service factor for a customer segment. For example, you may want to distribute 60 percent of interactions in less than 10 seconds to a specific agent group.<br/> |
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Version actuelle datée du février 1, 2017 à 00:42
Service Level is a metric that measures the percentage (X%) of calls that must be answered in a set amount of time— for example, 80% of the calls must be answered within 30 seconds.
In Workforce Management (WFM), a customer service goal that is defined as the percentage of interactions that are handled within a time limit.
In Universal Routing, using a Service Level routing object in a voice strategy enables you to select or create a routing rule that specifies a service factor for a customer segment. For example, you may want to distribute 60 percent of interactions in less than 10 seconds to a specific agent group.
Modèle:Glossary footer
La dernière modification de cette page a été faite le février 1, 2017 à 00:42.
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