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Service level measures the performance of a system, service or supply. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. Examples of service level: Percentage of calls answered in a call center; Percentage of customers waiting less than a given fixed time
In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [ 1 ] an SLI can be called an SLA metric (also customer service metric , or simply ...
A Technology Readiness Level Calculator was developed by the United States Air Force. [6] This tool is a standard set of questions implemented in Microsoft Excel that produces a graphical display of the TRLs achieved.
The Grade of Service is one aspect of the quality a customer can expect to experience when making a telephone call. [2] In a Loss System, the Grade of Service is described as that proportion of calls that are lost due to congestion in the busy hour. [3] For a Lost Call system, the Grade of Service can be measured using Equation 1. [4]
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The concepts and mathematics introduced by Agner Krarup Erlang have broad applicability beyond telephony. They apply wherever users arrive more or less at random to receive exclusive service from any one of a group of service-providing elements without prior reservation, for example, where the service-providing elements are ticket-sales windows, toilets on an airplane, or motel rooms.
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