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  • 1.  How is the Service Level % figure created in the Header line on Queue Group Performance view?

    Posted 10-03-2025 04:03
    No replies, thread closed.

    Hi all,

    We have had a question raised to us specifically about the Header line figues in the Queue Group Performance view.

    Someone has asked us if we know how the 'Service Level %' is calculated when a Month date range is selected.

    Are all the daily 'Service Level %' figures summed up and then an Average is taken to populate the figure in the header line at the top?

    or

    Are all the calls during that month examined and the 'Service Level %' is then calculated and used to populate the figure in the header line at the top?

    The Header line metric I'm talking about is hightlighted in this screenshot...

    Hoping someone more knowledgeable could answer this for me/us.

    Many thanks.

    Steve


    #PerformanceViews

    ------------------------------
    Steven Cotterell
    Support Specialist
    ------------------------------


  • 2.  RE: How is the Service Level % figure created in the Header line on Queue Group Performance view?

    Posted 10-03-2025 16:48
    No replies, thread closed.

    @Laurie Nelson ?



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: How is the Service Level % figure created in the Header line on Queue Group Performance view?
    Best Answer

    Posted 10-03-2025 19:37
    Edited by System 10-28-2025 09:52
    No replies, thread closed.

    Hi Steven,

    The "Service Level %" in the header of the Queue Group Performance for a "Monthly" interval is not the average of the daily percentages.

    It is calculated in an aggregated way over all interactions in the selected period: the system sums the numerators (Number of Conversations Answered within SLA) and the denominators (Total Number of Conversations) for all days in the month, and then computes a single ratio numerator / denominator.

    Example:


    https://help.mypurecloud.com/glossary/service-level

    I hope this helps clarify!

    Best regards
    ------------------------------
    Elisson Fernandes
    ------------------------------



  • 4.  RE: How is the Service Level % figure created in the Header line on Queue Group Performance view?

    Posted 10-06-2025 04:12
    No replies, thread closed.

    Hi @Elisson Fernandes,

    Many thanks for taking the time to get back to me on this.

    It is really appreciated.  I will pass the information on and also 'bank it' for future possibile questions about these figures.

    Kind regards

    Steve.



    ------------------------------
    Steven Cotterell
    Support Specialist
    ------------------------------

    Original Message


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