Enter the total number of calls answered and the total number of calls offered into the calculator to determine the service level percentage.

Service Level Formula

The following formula is used to calculate the service level of a call center.

SLP = CA / CO * 100
• Where SLP is the service level percentage
• CA is the total number of calls answered in a given amount of time
• CO is the total number of calls offered

To calculate a service level percentage, divide the number of calls answered by the number of calls offered or received.

Service Level Definition

What is a service level? A service level is a measure of the percentage of the total number of calls that are answered within a certain amount of time with respect to the total number of calls offered. It is a metric used in call centers to outline the ratio of calls answered in a timely manner.

Example Problem

How to calculate service level?

1. First, determine the time frame for answered calls.

For this problem, we want to measure all calls answered within 25 seconds.

2. Next, determine the total number of calls answered.

100 calls were answered within 25 seconds during the time period.

3. Next, determine the total number of calls offered.

During the same time period, there were 150 offered calls to the call center.

4. Finally, calculate the service level.

Using the formula, the service level of the call center is found to be 100/150 * 100 = 66.66%.