What is service level in SAP (CRM-CCI - SAP Contact Center)?

SAP Term: service level

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Percentage of calls answered on time including all arrived calls except false attempts. The answering time is defined with the answered-on-time limit and the time for false attempts with false-attempt limit. Also the service level of other means of communication, such as chats and e-mails, is monitored. Their service level is calculated from their specific limits.

Smart SAP Assistant

• Key Concepts: 
  Service level is a measure of the quality of service provided by a contact center. It is typically expressed as a percentage of calls answered within a certain time period, such as within 30 seconds. It is used to measure the performance of the contact center and to ensure that customer service standards are being met.
  
  How to use it: 
  In CRM-CCI SAP Contact Center Infrastructure, service level is used to measure the performance of the contact center. It is calculated by dividing the number of calls answered within a certain time period (e.g. 30 seconds) by the total number of calls received during that period. The resulting percentage is then used to measure the performance of the contact center.
  
  Tips & Tricks: 
  It is important to set realistic service level goals for your contact center in order to ensure that customer service standards are being met. Additionally, it is important to monitor service level on an ongoing basis in order to identify any areas where performance can be improved.
  
  Related Information: 
  Service level is closely related to other measures of contact center performance, such as average handle time and first call resolution rate. Additionally, it is important to consider customer satisfaction when measuring service level, as this can provide valuable insight into how customers perceive the quality of service provided by the contact center.