What is Service Level Analysis?

Service level is defined as the percentage of conversations answered within a predefined amount of time by the agent—target time threshold. It can be measured over any period (the target value should be set in seconds) and for each company, channel, or department.

What does the values on the screen mean?

Service Level Percentage: Percentage of conversations that were calculated due to analysis types mentioned below.

Successful Conversation: Number of conversations answered within the target time by the agent.

Unsuccessful Conversation: Number of conversations answered over the target time by the agent.

Abandoned Conversation: Number of conversations assigned in the department queue but where the customer ended the conversation before agent assignment.

Total Conversation: All the conversations that are handled in the live chat and abandoned conversations.

Target Time: The first response time period of the agent determined by the company to measure Service Level.

We have 4 different SL measurement types.

Type1: We calculate the service level while abandoned conversations are added to the total conversation count.

[((Success Conversation / (Total Conversation)) x 100]

Type2: We consider abandoned conversations as successful conversations in the calculation.

[((Success Conversation + Abandoned Conversations) / (Total Conversation)) x 100]

Type3: We are only considering successful conversations and the total conversations will not include abandoned conversations. i.e. we are removing abandoned conversations from the calculation.

[(Success Conversation /Total Conversation - Abandoned Conversations) x 100)]

Type4: We calculate the service level with queue time so the calculation changes to [First Response Date – Handover Date ]. If there is no chatbot this calculation cant work correctly

Note: In this report, only the conversations during the live support process are measured.

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