> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/contact-center/en/zielwerte-einrichten.md).

# Set target values

Define target values for the service level that the contact center continuously compares with real-time metrics.

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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