Service Levels [Central]

You can create a service level for Incoming Call Category Groups [Central] by selecting the "Call Category Group" checkbox.

You can also define whether the service level is valid always (24/7) or only during business hours (Business) from the Time Zone drop-down box.

Service Level Service Items

After saving the "Service Level Information" screen, you can create a service item by selecting from the Call Category and Service Standard Group related dropdown boxes under the "Service Items" tab.