Set target values

Define target values for the service level, which 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.