Service levels

Plans and permissions:

• View service levels: Admin role, or a custom role with Queue configuration set to Can configure queues or Can view queue configurations
• Create, edit, or delete service levels: Admin role, or a custom role with Configure staffing parameters set to Can edit staffing parameters
• A custom role that creates, edits, or deletes service levels also needs Queue configuration set to Can configure queues or Can view queue configurations.

Early access (Alpha): Service levels are in early access, so they may still change, and we’d love your feedback. If you don’t see them, an admin can request access from Configure > Early access and send feedback from the same page. See Early access features.

Use service levels to set response time goals for your queues, and to apply the same goals to many queues at once. Each service level sets a goal for each channel, such as 80% of calls answered within 30 seconds. Assembled uses those goals in the staffing settings of every queue in the service level, so changing a service level recalculates those queues’ staffing requirements.

To open it, go to Configure > Queue management and open the Service levels tab.

How service levels work

• A service level is a response time target for each channel. Cases in a queue are measured against its service level to see whether you’re meeting your goals.
• Every queue belongs to exactly one service level.
• Every company has two preset service levels, Standard and High Priority. You can’t delete or rename them, but you can change their goals and queues.
• Standard is marked Default. When you create a queue, its Service level is set to Standard unless you choose another. A queue you remove from another service level moves back to Standard and takes on its goals.
• Queues added another way, such as by a CSV upload, get their own service level, named after the queue, with the queue’s current goals.
• When you start using service levels, Assembled moves your existing goals into service levels: each queue gets one with its current goals, and queues with the same goals share one. You don’t need to set anything up again.
• A service level doesn’t need any queues. You can create one first and add queues later.
• You can also change a queue’s service level from the Service level field in the queue’s settings. In a queue’s staffing parameters, the Service level goal section shows the goal from its service level. To change the goal, edit the service level.
• Service levels set response time goals only. For the other settings that shape required staffing, such as shrinkage and occupancy, see Staffing parameters.

The tab lists Standard first, then High Priority, then your other service levels in alphabetical order. To find the service level a queue is in, search for the queue in Find a queue.

Create a service level

1. Go to Configure > Queue management and open the Service levels tab.
2. Select Create service level.
3. Enter a name, such as VIP escalations.
4. Under Queues, select the queues this service level applies to. The Current service level column shows where each queue is now. To add every queue in one channel, filter the list by that channel, then select the checkbox at the top of the list.
5. Under Service level settings, set a goal for each channel. The channels of the queues you selected are listed automatically. To set a goal for another channel, select Add channel. See Service level goals.
6. Optional: select Preview staffing to see how the new goals change your staffing requirements. It’s available once you’ve selected at least one queue. To go back to your changes, select Keep editing.
7. Select Save service level.

The new service level appears on the Service levels tab, and the queues you selected move to it. Their staffing requirements are recalculated from the new goals. To close without saving, select Discard.

Edit a service level

1. On the Service levels tab, select the service level, then select Edit. You can also select the pencil icon on its card.
2. Change the name, add or remove queues, or change the goal for each channel. What’s changing summarizes your changes.
3. Optional: select Preview staffing to see how the changes affect your staffing requirements before you save.
4. Select Save changes.

The new goals are applied to the staffing settings of every queue in the service level, and their requirements are recalculated. A queue you removed moves back to Standard. To close without saving, select Discard changes.

Keep in mind:

• You can’t rename Standard or High Priority.
• You can’t remove queues from Standard directly. To move a queue out of Standard, add it to another service level.
• You can’t remove a channel’s goal while the service level includes queues on that channel.

Delete a service level

1. On the Service levels tab, select the service level, then select Delete service level. You can also select the trash icon on its card.
2. If queues are assigned to it, choose a different service level for them from the list. Delete isn’t available until you do.
3. Optional: if the service level has queues, select Preview staffing to see the staffing requirements after the queues move.
4. Select Delete.

The service level is removed, and its queues move to the service level you chose and use its goals.

Service level goals

A goal is the percentage of cases to answer within a time, such as 80% within 30 seconds. Enter a percentage from 1 to 100, and a whole number of seconds, minutes, or hours. You can set goals for the channels your company uses: back office, chat, email, phone, SMS, and social.

The presets, and any channel you add to a service level, start with these goals: