Service Level Overview

The Service Level reports are useful for seeing how effectively your agents are answering calls. The Call Volume vs Service Level report is made up of a few components:

• The bar chart shows the number of calls for a given date, day, or hour.

• The solid line shows the percentage of calls answered within a certain time period. By default, the graph shows a single solid line for the percentage of calls answered within 20 seconds. By clicking on the legend on the bottom of the screen, you can add or remove additional lines for increasing answer times

• The dotted line is a visual representation of your desired service level. This is the percentage of calls you want to be answered within your determined time. By default, this is set at 80%. 

Please note, due to the amount of data processing required, this report can take up to 30 seconds to load. 

Date, Daily and Hourly Charts

Above the graph are a series of tabs labelled Date, Daily and Hourly. These are used to aggregate the data along the x-axis. By default, it is set to Date and will show a column for each date in your selected date period. Daily will show a column for each day of the week that has received calls so you can see which days you are reaching your desired service level. The Hourly tab will show a column for each hour of the day you have received calls and is useful to see if there are peak times where you receive calls and if you are meeting your goals during those times.

Chart Options

The Chart Options Button opens a dialog box with a number of options to change the data that is being represented in the report. 

In Queue & Dial Time Only and Total Time to Answer

In Queue & Dial Time Only excludes time callers spend in IVRs. Total Time to Answer includes all callflow widgets. The duration of each call starts from the time the caller connects to the callflow. This will include all time spent in IVRs before they reach a queue or start speaking to an agent, which means the overall duration will be higher.

Setting the Service Level

The Service Level is the desired percentage target to answer calls and is displayed as a  horizontal line across the graph. Change the Service Level to your desired target.

Calls Answered by Time

At the top of the dialogue is a tab to change the type of report to Calls Answered by Time.

The Calls Answered by Time graph displays the breakdown of calls answered within different time groups. The different time groups are displayed in the bottom legend of the graph and can be turned on and off by clicking on them.

Filtering by Service Group and Date

These reports can be filtered by Service Groups and Dates.