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Yoy answered 84.9% of the calls within a specific amount of time that was programmed in as a threshold. The service level is the percentage of calls that were answered within the amount of time that was programmed in. You probably have something like 60 seconds programmed in. If that was the case, you answered 84.9% within 60 seconds. I do not think there is any way to calculate that number from the data you had shown. If you had an Average Speed of Answer number, you might be able to approximate a service level from that.
Give me a call if you need more help.
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