Browse Definitions :
Definition

service level

Service level describes, usually in measurable terms, the services a network service provider furnishes a customer within a given time period. When used as a call center metric, service level measures the percentage of incoming calls that an agent answers live in an established amount of time.

For example, a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the established time limit.

There are multiple approaches to determining service levels, each involving how call centers define abandoned calls. They may be treated, for instance, as:

  • Missed opportunities (counted against the service level)
  • Ignored (unavoidable and a part of doing business)
  • Completed (where the caller would have been serviced properly without a premature abandonment of the call when the wait time is reasonably short).

Learn more about service level agreements:

Negotiating service-level agreements and billing with cloud providers.

Measuring agent retention translates to the bottom line

SaaS evaluation: Considerations for a SaaS service-level agreement

This was last updated in November 2010
SearchCompliance
  • OPSEC (operations security)

    OPSEC (operations security) is a security and risk management process and strategy that classifies information, then determines ...

  • smart contract

    A smart contract is a decentralized application that executes business logic in response to events.

  • compliance risk

    Compliance risk is an organization's potential exposure to legal penalties, financial forfeiture and material loss, resulting ...

SearchSecurity
  • email virus

    An email virus consists of malicious code distributed in email messages to infect one or more devices.

  • key fob

    A key fob is a small, programmable device that provides access to a physical object.

  • identity theft

    Identity theft, also known as identity fraud, is a crime in which an imposter obtains key pieces of personally identifiable ...

SearchHealthIT
SearchDisasterRecovery
  • What is risk mitigation?

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a business.

  • change control

    Change control is a systematic approach to managing all changes made to a product or system.

  • disaster recovery (DR)

    Disaster recovery (DR) is an organization's ability to respond to and recover from an event that affects business operations.

SearchStorage
  • JBOD (just a bunch of disks)

    JBOD, which stands for 'just a bunch of disks,' is a type of multilevel configuration for disks.

  • bare-metal restore

    A bare-metal restore (also referred to as bare-metal recovery or bare-metal backup) is a data recovery and restoration process ...

  • mSATA SSD (mSATA solid-state drive)

    An mSATA SSD is a solid-state drive (SSD) that conforms to the mSATA interface specification developed by the Serial ATA (SATA) ...

Close