--- title: How to configure a Service Level (SLA) for reporting. description: This article covers the setup required for configuring service levels and best practices. --- [Skip to content](https://ukdocs.access4.com/how-to-configure-a-service-level-sla-for-reporting#main-content) [![Untitled design-3](https://ukdocs.access4.com/hs-fs/hubfs/Untitled%20design-3.png?width=300&height=60&name=Untitled%20design-3.png)](https://documentation.luminatewholesale.com/?hsLang=en) Open main navigation Close main navigation How Can We Help You? - There are no suggestions because the search field is empty. 1. [Access4 UK Knowledge Base](https://ukdocs.access4.com/?hsLang=en) 2. [APPLICATIONS](https://ukdocs.access4.com/applications?hsLang=en) 3. [Insights](https://ukdocs.access4.com/applications?hsLang=en#insights) # How to configure a Service Level (SLA) for reporting. ## This article covers the setup required for configuring service levels and best practices. ### What is Service Level? The service level statistic in Insights allows a call centre supervisor to set an acceptable wait time and then report on how many calls took longer to answer than the set time. For example, a supervisor can set the SLA to 5 minutes, and upon doing so the "Service Level" stat in the queue reports will show the percentage of calls that were answered within 5 minutes. **IMPORTANT:** The service level configuration is set on a user level. This means if a supervisor sets the service level to 5 minutes, only that supervisor can see the SLA be 5 minutes. Other users who want to monitor service level will have to set their own value to report on. ### How to setup a Service Level ![](https://ukdocs.access4.com/hs-fs/hubfs/image-png-Nov-02-2024-02-45-00-4748-AM.png?width=1328&height=282&name=image-png-Nov-02-2024-02-45-00-4748-AM.png) First head to the "Insights" page on the domain view. 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