Service Objective

Service Objective

The service objective defines the service target for the operators, and is used in a number of operator reports.

A target value in seconds is set in the PBX. All calls that are not answered within the set target are tracked.

In Pro 9, a percentage value is set defining the share of calls that we want to reply within the set time target.

Example: If the time target is set to 20 seconds and the percentage target is set to 80%, this means that the service objective is to answer 80% of the calls within 20 seconds.