1.2.6 Service Level Report
The Service Level Report allows you to monitor the performance of your organisation by defining service levels for your queues and measuring how many calls are answered within these service levels. It shows the number and percentage of answered and abandoned calls within the predefined service level for each selected queue.
The report period can be set up to 100 days in the past.
There are four possible service levels (in seconds) from SL1 (shortest time) to SL4 (longest time). Only the configured service levels are shown.
The defined time of the respective service level is shown behind the respective service level item, e.g. Service Level 1 set to 10 seconds = (<10s).
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Header Item
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Explanation
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Report Properties
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Shows the report type and the name of the report.
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Report Period
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The time period covered in the report.
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Recurrence
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Whether the report is a recurring report. If not, it is created as a one time report.
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Scheduled at
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The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
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Included extensions (X)
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List of the queues included in the report. If queues have been manually selected for the report, they are listed with their extensions.
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Recipients (X)
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The recipients that have been selected to receive the report are listed with their email addresses.
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Scheduled by
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Email address of the person who created the report.
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Description
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Optional description of the report added when creating the report.
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Service Levels
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Listing the defined times for all configured service levels in seconds.
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Report ID
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Only available, when Debug Mode is enabled, see To enable the Debug Mode.
Click on Copy to clipboard to copy the respective report ID to the clipboard.
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Explanation of abbreviations:
[#]: number of calls[%]: percentage of calls[SL1-4]: Service Level 1-4[SL]: Any Service Level[<]: within the respective Service Level time, e. g. 7 seconds and Service Level set to 10 seconds.[>]: outside the respective Service Level time, e. g. 50 seconds but SL set to 40 seconds.|
Table Item
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Explanation
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Queue Name
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Listing the queue names.
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Queue Extension
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Listing the queue extensions.
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# answ. <SL1
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Number of calls that were answered by an agent within the specified service level time. SL1 means service level 1 which has the shortest configured time.
Repeating for the other configured service levels.
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# aband. <SL1
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Number of abandoned calls within the specified service level time.
Repeating for the other configured service levels.
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% answ. <SL1
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Percentage of calls that were answered by an agent within the specified service level time.
Repeating for the other configured service levels.
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% aband. <SL1
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Percentage of abandoned calls within the specified service level time.
Repeating for the other configured service levels.
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# answ. >SL
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Number of calls that were answered after exceeding the highest configured service level time / answered outside any Service Level.
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# aband. >SL
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Number of calls that were abandoned after exceeding the highest configured service level time / abandoned outside any Service Level.
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% answ. >SL
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Percentage of calls that were answered after exceeding the highest configured service level time / answered outside any Service Level.
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% aband. >SL
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Percentage of calls that were abandoned after exceeding the highest configured service level time / abandoned outside any Service Level.
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Service Level Diagram
There are 3 service level diagrams:
Percentage Diagram: Shows the percentages of answered and abandoned calls for the selected queue, with separate diagrams for each Service Level.Number Diagram: Shows the number of answered and abandoned calls for the selected queue, with separate diagrams for each Service Level.Per Service Level Diagram: Shows the number of answered and abandoned calls for the selected service level, with a separate diagram of all queues.
If the Per Service Level Diagram contains more than 5 queues, use the arrows or the numbers below the diagram to navigate.Hover over a bar to see the exact number.You can download a diagram using the DOWNLOAD button at the bottom right.