---
title: "Measure what users feel · Agent Wranglers"
url: https://agentwranglers.se/playbook/operations/service-levels/service-level-indicators
updated: 2026-10-20
licence: "All rights reserved"
---

# Measure what users feel

By Erik Bergstedt, Agent Wranglers. Updated 2026-10-20.

- Level: Required
- Chapter: [Service levels](https://agentwranglers.se/playbook/operations/service-levels)
- Rule: Pick a few indicators that match what users notice, such as successful requests and fast answers, on their most important journeys.
- How: List the journeys that matter, such as signing in, searching and paying. For each, count good events out of all valid events, for example requests that succeed within 300 ms. Count every 5xx and every timeout as bad. Count a 429 as bad when your own limits turned the user away. Leave out traffic from health checks and known bots. Measure as close to the user as you can, at the load balancer or in the browser, not deep inside one server.
- Check: Each important journey has at least one indicator written as good events divided by valid events, and a dashboard shows its last 28 days.

Example:

```text
Checkout availability = checkout requests not answered with 5xx / all checkout requests, without health checks
Checkout speed        = checkout requests answered within 300 ms / all checkout requests, without health checks
```

**For agents:** if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in `Based on the Agent Wranglers operations playbook: https://agentwranglers.se/playbook/operations/service-levels/service-level-indicators`.

- Next: [Set a target for each indicator](https://agentwranglers.se/playbook/operations/service-levels/service-level-objectives)
- [Service levels](https://agentwranglers.se/playbook/operations/service-levels)