Plain-language questions
Ask for service level (call centre) per month, customer or product in the SQL Explorer with AI. The AI writes the SQL, you see the query and run it yourself; the AI only receives metadata.
KPI · Customer service
Service level (call centre): formula and example.
Service level is the percentage of incoming calls or chats answered within a set waiting time, for example within 20 seconds. It is written as a combination of percentage and threshold, such as 75% within 20 seconds. Service level is the standard measure of reachability and the basis for staffing plans in a contact centre.
Service level (call centre) formula
Calls answered within the threshold ÷ calls offered × 100% (offered = answered + abandoned, usually excluding short drops)
Worked example
In March Acme Groothandel was offered 2,200 calls: 2,000 answered and 200 abandoned. Of the answered calls, 1,650 were picked up within 20 seconds. Service level is 1,650 ÷ 2,200 × 100% = 75% within 20 seconds.
Fictitious figures for Acme Groothandel, a sample wholesaler.
How to read this KPI
A higher service level means callers reach someone faster. Look at it by half hour or hour, because a good daily average can hide long waits at peak times. Compare with the target you have set yourself, and read service level together with abandonment rate and average waiting time.
Pitfalls with service level (call centre)
- Leaving abandoned calls out of the denominator, which makes service level look better than it is.
- Quoting only the percentage without the threshold, so it is unclear what is being measured.
- Reporting a daily average when staffing needs to be right for every half hour.
SQL & DAX
Calculating service level (call centre) in SQL and DAX
Two examples on a fictitious data warehouse for Acme Groothandel: a PostgreSQL query and a measure for a Power BI model. Adjust table and column names to your own model.
SELECT date_trunc('month', started_at)::date AS month,
COUNT(*) AS offered_calls,
COUNT(*) FILTER (WHERE NOT abandoned AND wait_seconds <= 20) AS answered_within_20s,
ROUND(100.0 * COUNT(*) FILTER (WHERE NOT abandoned AND wait_seconds <= 20)
/ NULLIF(COUNT(*), 0), 1) AS service_level_pct
FROM calls
WHERE NOT (abandoned AND wait_seconds < 5)
AND started_at >= current_date - interval '12 months'
GROUP BY 1
ORDER BY 1;Offered Calls = COUNTROWS(FILTER(Calls, NOT (Calls[Abandoned] && Calls[WaitSeconds] < 5)))
Service Level % =
DIVIDE(CALCULATE(COUNTROWS(Calls), Calls[Abandoned] = FALSE(), Calls[WaitSeconds] <= 20), [Offered Calls])In ENABLE
Tracking this KPI in ENABLE
In your Power BI dashboard
Define the KPI as a measure in your Power BI model and show it in the portal, with "Last refreshed" next to it. Access profiles and optional row-level security decide who sees which figures.
Custom dashboards (pilot)
Add the KPI as a tile to a custom dashboard, compared with last year. The Dashboard Builder is a pilot and can be switched on per client.
Monthly targets
With the built-in Targets app you set a target for the KPI per month, so you see actuals and target side by side.
FAQ
Frequently asked questions
How do you calculate service level?
Divide the number of calls answered within the threshold by the number of calls offered and multiply by 100%. With 1,650 calls answered within 20 seconds out of 2,200 offered, service level is 75%. Always state the threshold.
What is the difference between service level and average speed of answer?
Service level measures what share of callers are helped within a set time, average speed of answer how long callers wait on average. Service level says more about the experience of most callers, while the average is pulled up by a few long waits.
Do abandoned calls count in service level?
Usually yes: abandoned calls are part of the calls offered and so count in the denominator. Calls dropped within a few seconds are often excluded. Record your method, because the result differs between versions.
Further reading
- KPI libraryCustomer service KPIs: formulas and examplesCustomer service KPIs measure how quickly and how well customers are helped. The data comes from your help desk and telephony, and becomes more useful next to customer and order data.Read more
- ResourcesHow to build a KPI dashboard: steps and examplesA KPI dashboard is an overview of the key figures you use to steer towards your goals, such as revenue, margin, on-time delivery or absenteeism. A good KPI dashboard does not start with the software, but with the decisions it needs to support. You then choose a limited number of KPIs, define them, sketch the dashboard and only then build it.Read more
- SolutionPower BI dashboard portal: share dashboards securelyShare your Power BI dashboards securely in your own portal, with role-based access.Read more
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