Service Level Monitoring

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Your brand's accessibility.</h1> <p class="sub-text">Use Service Level Monitoring to manage your virtual call center now.</p> <div class="mt-md"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/freshcaller-cloud-pbx/signup/"> get started today</a> </div> </div> <div class="col-md-7 "> <div class="mt-md loop-video"> <script> (function () { window._wq = window._wq || []; var videoEmbedOptions = {}; /* Get user email from Local storage (if available) and embed it into the widget. 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Supervise your virtual teams and continuously monitor your global service level. Your global service level determines the accessibility of your brand and has to be synchronous with what your brand stands for.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="bucket-animation-wrapper"> <div class="bucket-animation-static-bg"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-sixth.png 2x" alt="global service level monitoring" /> <img class="original-image fadeIn " alt="global service level monitoring" title="" src="" srcset="" /> </div> </div> <div class="bucket-animation-container" data-bodymovin-container id="8656680116085"></div> </div> <script type="text/javascript"> /* globals bodymovin */ FW.onLoad('lib/bodymovin', function (bodymovin) { var initAnimation = function () { FW.$.getJSON('https://website-assets-fw.freshworks.com/attachments/ck2wvic4t02s79ufzdaus6dts-global-montoring.json', function (data) { var wrapper = document.getElementById('8656680116085') var animationInstance = bodymovin.loadAnimation({ wrapper: wrapper, animType: 'svg', loop: true, animationData: data, autoplay: true }); FW.$('#8656680116085').find('svg').attr('aria-hidden','true'); animationInstance.addEventListener('complete', function () { animationInstance.pause(); }); FW.$('#8656680116085').parent('.bucket-animation-wrapper').addClass('animation-ready'); FW.$(window).scroll(function () { var id = '8656680116085'; var hT = FW.$('#' + id).parent().offset().top; var hH = FW.$('#' + id).parent().outerHeight(); var wH = FW.$(window).height(); var wS = FW.$(this).scrollTop(); if ((wS + wH) > (hT + (0.4 * hH))) { animationInstance.play(); } else { // stop animation when scrolling up and beyond animationInstance.stop(); } // stop animation when scrolling down and beyond if (wS > (hT + hH)) { animationInstance.stop(); } }); bodymovin.setQuality('low'); }); }; // var browser = SiteUtilities.getUserAgent(); // if(browser == 'Chrome') // { initAnimation(); // } }); </script> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-155820242089440'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-159282914135964" class=" feature-screenshot-right__content col-md-6"> <p> </p> <p> </p> <h3 class="feature-heading">Team Monitoring</h3> <p>Team or queue-based service level targets help you identify which teams or queues are not maintaining the target service levels. This helps you narrow down the problem areas in your call center and provides ample data to make tough calls.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="bucket-animation-wrapper"> <div class="bucket-animation-static-bg"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-sixth.png 2x" alt="service level monitoring for phone teams" /> <img class="original-image fadeIn " 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ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section class=" gradient-dark " data-scroll-target="" id =""> <div class=' banner-badges banner-badges-dark inline-full-width' id="stripe-58865424789412"> <div class="pb-sm banner-badges-inline l-page"> <div class="banner-badges-inline-text font-color-light"> <h3>Switch to a phone system with service level monitoring</h3> <div class="cta pt-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="https://www.freshworks.com/freshcaller-cloud-pbx/signup/"> START TRIAL</a> </div> </div> </div> </div> </section> <section id="" class="section-content-grid l-section " data-scroll-target=""> <div class="l-page container l-grid"> <div class="l-section-heading"> <h2 class="align-center">Service level monitoring in Freshcaller </h2> <p class="align-center sub-text">Manage your call center by tracking & utilizing key metrics and capabilities that are required to run your phone team</p> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgmedrr00795fg1un6xinwh-intent-based-call-routing.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Service level target</h6> <p>Your brand's targeted level of accessibility</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgmg0xr003qkdg1gcrw2xoq-win-deals-with-great-pitches.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Service level achieved</h6> <p>Actual performance of your call center measured every five minutes</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckrzzfrp3jddzl9fz0dvpkckt-business-hours-routing.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Service level threshold</h6> <p>The time within which you want your agents to answer a ringing call</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgmhusn008n5fg1sttevk0t-agent-extensions-copy.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Average time to answer</h6> <p>The time taken by agents to answer the call</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckrzzezqj74wqhkg08o1shyhj-agent-extensions.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Average handle time</h6> <p>The total time required to finish a phone call including the after call work</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckrzzgjeq0ftyhdg0jhcyfja7-buy-toll-free-phone-numbers.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Average wait time</h6> <p>The time spent by callers waiting to be routed to one of your phone agents</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckrzzgjeq0ftyhdg0jhcyfja7-buy-toll-free-phone-numbers.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Average talk time</h6> <p>The actual conversation time between your agents and customers</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgmj97o008t5fg1g9nhgfk0-business-hours-routing.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Longest wait time</h6> <p>Understanding the delays in your call flows to improve customer experience</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgml7oc00975fg1q38c9h6t-track-and-report-your-performance.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Breach filter</h6> <p>Filter and analyze every individual that has breached your service level</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgmn7x303uplmg0owus53mc-stay-notified.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Screencast</h6> <p>Play your service level achievements on a large screen</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgmoof300b25fg1hi1f6ith-maximize-responses-with-wait-queues.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Short abandons</h6> <p>Ensure only the right calls are included for calculating your service level</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/ckvgmqi1m00bl5fg11a91qkkk-resolve-faster-with-interaction-history.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Time period</h6> <p>Track your service level for the day or just the previous 1 hour</p> </div> </div> </div> </div> </section> <section class="l-section " data-scroll-target="" id =""> <div class="l-page container align-center"> <h2 class="align-center">How to calculate service levels for your call center</h2> <p>Calculating and monitoring service levels helps you understand how well your call center is performing. The service level monitoring in Freshcaller has been designed to provide maximum actionable information to supervisors in your call center. Simply put, it is calculated by dividing the total number of answered calls to the total number of calls that your agents received. Accurate service level calculations help you arrive at the right conclusions while monitoring your <a href="https://www.freshworks.com/freshcaller-cloud-pbx/virtual-call-center/">virtual call center.</a></p> </div> </section> <section class=" " data-scroll-target="" id =""> <div class=' banner-badges banner-badges-dark inline-full-width' id="stripe-90029473207700"> <div class="pb-sm banner-badges-inline l-page"> <div class="banner-badges-inline-text font-color-light"> <h3>Calculate the right service level with Freshcaller</h3> <div class="cta pt-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="https://www.freshworks.com/freshcaller-cloud-pbx/signup/"> START TRIAL</a> </div> </div> </div> </div> </section> <section id="48477408650328" class="section-bucket section-text-media l-section "> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">Call center supervision made easy</h2> </div> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-13850688185808" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading">Stay informed with a real-time dashboard</h3> <p>With Freshcaller's <a href="https://www.freshworks.com/freshcaller-cloud-pbx/call-center-management/call-center-dashboard/">real-time dashboard</a>, you can monitor your entire call center operations from anywhere in the world. The In-Queue section lists down all callers who are waiting to talk to your agent. In-Conversation section lists all live conversations which you can monitor and barge in as a supervisor. You can also look at the real-time agent availability status with the dashboard.</p> <p> </p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cklt9zn6104stwvg1b65xegzz-group-1478.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cklt9zn6104stwvg1b65xegzz-group-1478.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cklt9zn6104stwvg1b65xegzz-group-1478.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cklt9zn6104stwvg1b65xegzz-group-1478.one-sixth.png 2x" alt="Real-time dashboard for phone teams" /> <img class="original-image fadeIn " alt="Real-time dashboard for phone teams" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-13850688185808'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="38089392510994" class="section-bucket section-text-media l-section "> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-133312873788479" class=" feature-screenshot-right__content col-md-6"> <h3 class="feature-heading">Call Metrics at your fingertips</h3> <p>It's not fun if you are managing a team but do not have the right data to analyze how your team is performing. That is why Freshcaller provides you with every call center metric that you ever need with extensive call metrics data along with the option to export them all. Oh, and you also get the abandoned calls data and the reason for the abandonment with your Freshcaller account.</p> <p> </p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cks8pn4lm00q4unfzdxwot171-group-1637.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cks8pn4lm00q4unfzdxwot171-group-1637.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cks8pn4lm00q4unfzdxwot171-group-1637.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cks8pn4lm00q4unfzdxwot171-group-1637.one-sixth.png 2x" alt="group 1637" /> <img class="original-image fadeIn " alt="group 1637" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-133312873788479'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="38089392510994" class="section-bucket section-text-media pt-xl "> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-50208744673612" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading">Explore a powerful reporting module</h3> <p>Reporting modules make or break businesses and it's safe to say that you are in good hands. With Freshcaller's reporting capabilities, you can analyze call and agent-related pre-built reports or build your own custom report anytime. You can schedule it to have it delivered to your inbox regularly. It's time to get your hands dirty with the all-new reporting module of Freshcaller.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cklta1j1m03ivnafzd05apxuz-group-1464.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cklta1j1m03ivnafzd05apxuz-group-1464.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cklta1j1m03ivnafzd05apxuz-group-1464.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cklta1j1m03ivnafzd05apxuz-group-1464.one-sixth.png 2x" alt="Reports for call centers and phone teams" /> <img class="original-image fadeIn " alt="Reports for call centers and phone teams" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-50208744673612'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section class="l-section faq-section" data-scroll-target="" id =""> <div class="l-page container"> <div class="l-section-heading"> <h2 class="align-center">F.A.Q on Freshcaller's Service Level Monitoring capability</h2> </div> <div class="row"> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-157551578113839" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-157551578113839"> <h3 class="accordion-heading ">What are the requirements for calls to be considered while calculating your service level?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-157551578113839" role="region" aria-hidden="true" aria-labelledby="accordion-header-157551578113839"> <div class="accordion-text "> <ul> <li> <p>Only incoming calls</p> </li> <li> <p>Outside business hours are not taken into consideration including weekends, and declared holidays</p> </li> </ul> </div> </div> </div> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-67522104905931" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-67522104905931"> <h3 class="accordion-heading ">How many service level rules can I set up in Freshcaller?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-67522104905931" role="region" aria-hidden="true" aria-labelledby="accordion-header-67522104905931"> <div class="accordion-text "> <p>You can set a global service level target for your entire phone team and also individual targets for every single team/queue.</p> </div> </div> </div> </div> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-43283400580725" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-43283400580725"> <h3 class="accordion-heading ">When does the timer start when it comes to calculating service level breach?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-43283400580725" role="region" aria-hidden="true" aria-labelledby="accordion-header-43283400580725"> <div class="accordion-text "> <ul> <li> <p>The timer starts only after the call centers your wait queue</p> </li> <li> <p>It does not consider time spent on listening to your welcome message or traversing through your IVR</p> </li> <li> <p>If you have set up multiple escalation rules, timer only takes into consideration the first queue’s performance</p> </li> </ul> </div> </div> </div> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-167939594253310" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-167939594253310"> <h3 class="accordion-heading ">Who would directly benefit from using Service Level Monitoring by Freshcaller?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-167939594253310" role="region" aria-hidden="true" aria-labelledby="accordion-header-167939594253310"> <div class="accordion-text "> <ul> <li> <p>Call center supervisors</p> </li> <li> <p>Customer support managers</p> </li> <li> <p>Customer experience managers</p> </li> </ul> </div> </div> </div> </div> </div>  </div> </section> <section id="81372793091810" class="l-section align-center next-gen-theme-v1 banner-default" data-scroll-target=""> <div class="container font-color-light banner-content l-banner " data-target="#"> <h2>Discover Our New Omnichannel Solution</h2> <p class="sub-text">Unlock exceptional customer service with an easy-to-use omnichannel software.<br /> </p> <a title="" class="button button--white " rel="" role="button" target="_self" href="https://www.freshworks.com/customer-service-suite/signup/"> Try for free</a> <a title="" class="button button--ghost-white " rel="" role="button" target="_self" href="https://www.freshworks.com/customer-service-suite/demo-request/"> Get a Demo</a> </div> </section> <script> FW.onLoad(function () { FW.$(function(){ FW.$('.open-fchat-widget').on('click', function(event) { event.preventDefault(); window.fcWidget.open(); }); }); }); </script> <script type="text/javascript" defer> window.socTrack = { siteid: "www.freshworks.com", isFormTrackingEnabled: false, isApiModeEnabled: true }; (function(i, s, o, g) { var a = s.createElement(o); a.src = g; var m = s.getElementsByTagName('head')[0]; m.appendChild(a); })(window, document, 'script', (/^http:/.test(document.location) ? 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