help • 1 Reporting App • Report Types • Service Level Report
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.
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).
Header Item
Explanation
Report Properties
Shows the report type and the name of the report.
Report Period
The time period covered in the report.
Recurrence
Whether the report is a recurring report. If not, it is created as a one time report.
Scheduled at
The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
Queues included (X)
List of the agents included in the report. If agents have been manually selected for the report, they are listed with their extensions.
Recipients (X)
The recipients that have been selected to receive the report are listed with their email addresses.
Scheduled by
Email address of the person who created the report.
Description
Optional description of the report added when creating the report.
Service Levels
Listing the defined times for all configured service levels in seconds.
Report ID
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.
Table Item
Explanation
Queue Name
Listing the queue names.
Queue Extension
Listing the queue extensions.
Number answered within SL1
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.
Number abandoned within SL1
Number of abandoned calls within the specified service level time.
Repeating for the other configured service levels.
Percentage answered within SL1
Percentage of calls that were answered by an agent within the specified service level time.
Repeating for the other configured service levels.
Percentage abandoned within SL1
Percentage of abandoned calls within the specified service level time.
Repeating for the other configured service levels.
Number answered outside SL (> SL4)
Number of calls that were answered after exceeding the highest configured service level time.
Number Abandoned outside SL (> SL4)
Number of calls that were abandoned after exceeding the highest configured service level time.
Percentage Answered outside SL (> SL4)
Percentage of calls that were answered after exceeding the highest configured service level time.
Percentage Abandoned outside SL (> SL4)
Percentage of calls that were abandoned after exceeding the highest configured service level time.