> ## Documentation Index
> Fetch the complete documentation index at: https://docs.get2dial.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service level and priority

> How a queue's service level target is measured, and what priority does and doesn't control in Get2Dial.

Every queue has an answer-time target — its **service level** — that your reports and wallboard
measure it against.

## 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](/reference/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](/inbound/queue-membership-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

<Steps>
  <Step title="Open the queue">
    In the left navigation, select **Queues**, then select the queue.
  </Step>

  <Step title="Update the target">
    Change **Service level (seconds)** and **Service level target (%)**.
  </Step>

  <Step title="Save">
    Select **Save**.
  </Step>
</Steps>

## Verify

<Check>
  The queue's tile on the [wallboard](/supervise/wallboard) reflects the new target on its next
  refresh.
</Check>

## Next steps

<CardGroup cols={2}>
  <Card title="Metric definitions" href="/reference/metric-definitions" />

  <Card title="Use the wallboard" href="/supervise/wallboard" />
</CardGroup>