Service Level Metric

Measure your ability to deliver on commitments made in your service level agreements (SLAs).

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Call Center KPI Example - Service Level MetricCall Center KPI Example - Service Level Metric


The Service Level KPI measures your ability to deliver the standard of service agreed upon in the Service Level Agreement (SLAs) provided to your customers. A SLA is your call center's promise of maintaining a certain standard of service to your clients and customers and, typically speaking, the SLA will specify that your call center is committed to answering a set percentage of calls within a certain number of seconds, such as answering 75% of calls within 20 seconds.

It's important to monitor service level in real time, as it provides an active barometer of your call center's current performance. If service level is fluctuating, you need to know about it immediately in order to solve the problem. Service level may be influenced by a range of issues, such as unexpectedly high call volume, unplanned service outages, or high agent absenteeism.

Key terms

  • Service level: The performance of a system compared to predefined goals using metrics such as seconds to answer, handle time, and service up/down time.
  • Service-level agreement: A contract where service providers commit to delivering a set standard of service to clients and/or customers.

Success indicators

  • Consistently delivering services that meet or exceed the expectations set out in the SLA.

Monitoring Call Center KPIs on a Dashboard

Once you have established benchmarks and targets for Service Level, you’ll want to establish processes for monitoring this and other call center KPIs. Dashboards can be critical in this regard. Read more.

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