What is Service level?
Share of calls answered within a target time.
Service level states the proportion of calls answered inside a threshold, conventionally written as a pair such as 80/20 — eighty percent answered within twenty seconds. Unlike an average it is not distorted by a handful of very long waits.
This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.
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