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Reply To: Service Level Target

Nikolaj Nielsen

In Denmark a 80/30 og even 90/30 servicelevel i considered fairly good. 90/10 would be close to excellent.

(90 % within 10 seconds)

Another parameter is the acceptable amount of abandoned calls within SL. i.e. 3 % ab. calls wihtin 90/10.

(90 % within 10 seconds, max. 3% ab. calls)