Service level combines a percentage and a threshold: "80/20" means 80% of calls answered within 20 seconds. It is the standard measure of how quickly an inbound queue answers.
Service level = calls answered within the threshold ÷ calls offered × 100
The result depends on how abandoned calls are treated, and teams use different versions:
- Counting every abandoned call in calls offered (the strictest)
- Leaving out calls abandoned before the threshold
- Leaving out very short abandons only
Pick one version, write it down and keep it, or month-to-month comparisons mean little. The right target depends on the queue: sales lines and urgent support often aim high and fast, while back-office queues can accept longer waits. Service level is driven mostly by staffing against volume, so it moves with occupancy and average handle time.
The queue service level report in OVOKY reports computes service level per call queue as calls answered within the threshold divided by calls offered, with the threshold set in the report (20 seconds by default).