# Service level is the scoreboard · Learn it in 5 minutes

- The skill topic includes service levels. A service level answers 'how fast is acceptable,' usually as a percent of contacts answered inside a number of seconds. It does not, by itself, reorder the queue. Priority does the ordering. The scoreboard tells you if the ordering and the staffing worked.
- A blend that steals agents will miss the inbound service level even when the skill is configured perfectly. The scoreboard is how you prove the steal rule.

## Sources and go deeper

- [Skill groups](https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm). vendor. last checked 2026-10.
- [Inbound campaigns](https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm). vendor. last checked 2026-10.