How it works
A queue’s service level is two numbers: a target time in seconds and a target percentage. Get2Dial measures, of the calls that queue actually answered, what share were answered within the target time — see Metric definitions for the exact formula. The queue “meets target” when that share is at or above your target percentage. Get2Dial doesn’t have a queue-level priority that makes one queue’s calls jump ahead of another’s for an agent working multiple queues. The only priority in the product today is per-member, inside a single queue, and it isn’t editable from the product — see Add queue members and skills.When to use it
Set a tighter target (fewer seconds, higher percentage) for queues where wait time is the point — a sales line, a VIP line. A background or low-volume queue can carry a looser target without it meaning much operationally.What it affects
Service level is a reporting and wallboard measure — changing the target doesn’t change how calls are distributed or how long anyone waits. It changes only what counts as “met” on your wallboard and reports.Change a queue’s service level target
1
Open the queue
In the left navigation, select Queues, then select the queue.
2
Update the target
Change Service level (seconds) and Service level target (%).
3
Save
Select Save.
Verify
The queue’s tile on the wallboard reflects the new target on its next
refresh.