What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

In Genesys Cloud CX, the Service Level is a key performance indicator for contact centers. It is defined by two components: a percentage and a time threshold. The "Service Level" value (80) represents the target percentage of interactions that should be handled. The "Service Level Target" (20) represents the maximum time, in seconds, within which those interactions should be handled (e.g., answered by an agent). Therefore, a setting of 80/20 for voice interactions means the goal is to answer 80% of incoming calls within 20 seconds.

A. This option incorrectly interprets the 80% target as a fixed number of 80 calls and the 20-second threshold as a recurring interval for answering them.

C. This option reverses the values, misinterprets their meaning, and incorrectly includes "chats" when the question specifically refers to "Voice interactions."

D. This option is identical to option C and is incorrect for the same reasons.

1. Genesys Cloud CX Resource Center, "Create and configure queues." Under the "Routing" tab configuration section, the documentation states: "In the Service Level field, specify the percentage of interactions you want answered in a specific time. The default is that 80% of interactions are answered in 20 seconds." This directly confirms the meaning of the 80/20 standard.

2. Genesys Cloud CX Resource Center, "Metrics definitions." The entry for "Service Level" defines it as: "The percentage of interactions that meet the queue’s service level target. Formula: (Number of answered interactions that met the service level target / (Number of answered interactions + Number of abandoned interactions that passed the service level target)) 100". This confirms that Service Level is a percentage calculated against a time target.

3. Genesys Cloud CX Resource Center, "Queues activity view." This document describes the Service Level column in performance views, explaining it shows "The percentage of interactions that met the defined service level for the queue," reinforcing that the primary value is a percentage based on a time threshold.