What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
A Service Level of 80 and a Service Level Target of 20 for Voice interactions mean that 80% of calls must be answered within 20 seconds. This is a standard metric used in call centers to measure performance and ensure timely responses to customer inquiries.
B is right: https://help.mypurecloud.com/glossary/service-level/