Workgroup Queue Service Level Configuration

Use this page to configure service level distribution and target for each interaction type. 

Note: For each media type, you can specify up to 14 service levels. You must have a minimum of 1 service level for each type (call, callback, chat, and so on).

Service Level Distribution

This section allows the customization of service levels for each interaction type. Use the arrow keys to set the time for a new service level and click Add, or select an existing service level and click Delete to remove one.

Service Level Target

Use the arrow keys to set the time for the target or 'master' service level for each interaction type for this ACD workgroup. By specifying a master service level, you can determine how many interactions met the level, and how many did not.  The default service level target for each interaction is:

• Call: 30 seconds

• Callback: 4 hours

• Chat: 30 seconds

• Direct Message: 4 hours

• Email: 4 hours

• Generic: 30 seconds

• Social Conversation: 4 hours

• Social Direct Message: 4 hours

• Work Item: 4 hours