Answer / syed arief hussain

Service level: The performance of a system compared to predefined goals using metrics such as seconds to answer, handle time, and service up/down time.
Service-level agreement: A contract where service providers commit to delivering a set standard of service to clients and/or customers.

The Average Handle Time KPI measures the average amount of time spent on each call and includes related administrative duties such as submitting call reports. You can use this KPI to measure individual agent performance or to measure your call center's performance across the board. Average handle time is used as an indicator of call efficiency and should be taken into consideration alongside call resolution rate and cost per contact KPIs.

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