The service level statistic is only available with Akixi 1000, Akixi 2000 and Akixi 3000.
To set the service level statistic, modify the report (by clicking on the 'Modify' icon - ) and select the Fields tab. Click “Add” to add a new field, scroll down to Call Percentages and select the % Service Level field. Click OK to save changes.
Service Level is the percentage of the interval’s inbound calls that were answered within the threshold time specified within the SLA/KPI tab of the corresponding report’s properties. Please note that any setting you change on “Modify Report -> Settings -> Service Level Settings” affects only the service level and not any other statistics.