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Service Level

Service level can be defined as a percentage of interactions answered within a number of seconds. For example, a service level may be 80/20, meaning 80% of interactions are answered in 20 seconds. There are many factors involved in selecting the desired service level, and service levels differ across industries. For more information on service level, see the Interaction Optimizer Administration and Scheduling Guide in the Technical Reference Documents section in the PureConnect Documentation Library on the CIC server.