Metrics & KPIs

Service Level

/ service-level /

The percentage of interactions answered within a target time — the classic contact center commitment, such as 80% of calls answered in 20 seconds.

Why it matters

Service level is the promise the whole operation is built around. AI agents reset its economics by answering instantly at any volume.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

Service Level

Discover our world