In the service level percentage calculation, what happens to interactions that miss the service level target?

• A. They reduce the numerator (and therefore reduce the percentage).
• B. They increase the numerator.
• C. They have no effect.
• D. They are counted separately.

Answer: (C)

The service level percentage shows how often you meet a target response time. It’s a ratio: the numerator counts interactions that were completed within the target, while the denominator includes all interactions eligible for the service level during that period. When an interaction misses the target, it does not contribute to the numerator because it didn’t meet the target. But it still appears in the denominator as part of the total, which lowers the overall percentage. In short, missed interactions reduce the portion that meets the target, thereby reducing the service level percentage.