Tri-Level is a new approach that measures call wait times at three levels:
1) 80% of calls are answered within a set number of seconds
2) 99% of calls are answered within a longer set number of seconds
3) 100% of calls, including the longest wait times, are measured
Unlike the traditional Service Level approach that only measures 80% of calls, Tri-Level ensures all customers are important by measuring performance at all levels of call volume.