Although there is no industry standard Service Level objective, generally sales queues are set for 80 percent of contacts to be answered within 20 seconds, and technical support queues are set for 80 percent of contacts to be answered within 120 seconds.
You can also determine your Service Level objective based on six weeks' data. After collecting the data, calculate the duration it takes for the average customer to abandon the contact. If most contacts are abandoned after two minutes, then you set the Service Level objective for 80 percent of contacts to be answered within 120 seconds.
An appropriate Service Level objective is one that
- Satisfies customers' expectations for service
- Keeps abandonment in check (at less than five percent)
- Minimizes expenses and maximizes revenue
- Meets with the approval and support of queue members, supervisors, and senior management
Once you determine what Service Level objective you want to use, you set your set your queue service objective to match it. To set the Service Level objective (Queue service objective), click YourSite=>Queues=>Performance tab.
The voice statistics defaults are
- Service Level percent = 80%
- Service Level time = 120 seconds
- Short Abandon threshold = six seconds
- Short Handle threshold = 20 seconds
- Overflow = set at the telephone system and there is no default
- Interflow = set at the telephone system and there is no default
- Work Timer = five minutes
The multimedia statistics defaults are
- Service Level percent = 80%
- Service Level time = 120 seconds
- Short Abandon threshold = six seconds
- Short Handle threshold = 20 seconds
- Overflow = one hour
- Interflow = no default
- Work Timer = five minutes