# Set target values

Target values define the benchmark for the service level. The contact center continuously compares real-time metrics with the configured target values.

Configurable target values:

| Metric                            | Example value                          |
| --------------------------------- | -------------------------------------- |
| Accessibility rate                | At least 90% of all calls are answered |
| Calls answered in under X seconds | At least 80% in under 20 seconds       |
| Team AHT (avg. handling time)     | Max. 6 minutes                         |

Procedure:

1. Under Contact Center Channels, navigate to the settings in the desired channel.
2. Enter the desired target values.
3. Save.

The target values apply to both live monitoring and historical analysis.


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