The Service level setting for a skill defines the target for how quickly to handle the contacts. This target must correspond with the service level time target set in the ACD platform. For time-sensitive skill types, like telephony, chat, and retail, the target is expressed as a percentage and a number of seconds. The service level target you set affects the forecasted need.
EXAMPLE 80% and 20s for a telephone skill means that the target is to answer 80% of the calls within 20 seconds.
For less time-sensitive skills, like email and back office, the Handled within setting defines the service level target. It is the target for the maximum hours required to handle a contact. See Handled within for more information.
You can set varying service level targets for the different days of the week or the different intervals of the day. For example, it might be acceptable with a longer response time at night when volumes are usually lower. See Adjust skill targets for more information.
When a period is scheduled, you can see the predicted service level for the skill. It indicates the service level that can be reached with the current schedules. Predicted service level is calculated based on the forecast, considering the efficiency and the occupancy factors. The shrinkage factor is taken into consideration when calculating predicted service level if you have selected to include shrinkage. It is important to note that the predicted service level is a prediction and not a guarantee of performance. See Understand the result table parameters for more information.
For today, you can view the actual service level and compare it to the predicted service level on the Performance tab in the Intraday tool. See Compare predicted with actual service level for more information. The service level is also available in the Improve report and the Service Level and Agents Ready report.