What is the service level percentage calculation?

• A. (Number of answered interactions - number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s))) * 100
• B. (Number of answered interactions) / (Total interactions) * 100
• C. (Number of answered interactions - number of abandoned interactions) / (Total interactions) * 100
• D. (Number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions) * 100

Answer: (B)

Service level percentage expresses the portion of interactions that were answered out of all interactions offered. It is calculated by taking the number of answered interactions, dividing by the total number of interactions (which includes both answered and abandoned interactions), and multiplying by 100. This shows how effectively the queue handles incoming work—the more of what arrives that gets answered, the higher the service level.

For example, if 80 interactions were answered and 20 were abandoned (total offered = 100), the service level is 80/100 × 100 = 80%. The other options mix in targets or adjust the denominator in ways that reflect breach rates or settings, but they don’t represent the standard share of answered to offered interactions.