What is Service Level. 2 How to calculate manpower calculation. 3 Shrinkage 4 Attrition 5 Shift Adherence

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Service level is a metric that measures the percentage of calls answered within a specific time frame.

Service level is usually expressed as a percentage of calls answered within a certain time frame, such as 80% of calls answered within 20 seconds.
Manpower calculation involves determining the number of agents needed to meet service level goals based on call volume and average handle time.
Shrinkage refers to the time agents are not available to take calls due to breaks, meetings, or other activities.
Attrition is the rate at which agents leave the company, which can impact staffing levels and service level.
Shift adherence measures how closely agents adhere to their scheduled work hours and breaks.

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