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Queue Service level

From the Reports/Queue Service level section you can access reports on the service level (the number of calls answered, in a given time).
The servicelevel value is the waiting period in the queue (does not include listened audio messages).

The time interval that you consider optimal for answering the phone can be set for each individual queue, following the steps:
  • Access the section Queues (Edit Queue or Create new Queue)
  • In the Variables area, edit the servicelevel variable.

servicelevel =60 (seconds); the default value, customizable according to needs.

1. Monitoring criteria

Reports on the number of calls are created depending on various criteria:
  • Date (Service level by Date)
  • Service level by Day of week
  • Hour (Service level by Hour)
  • Queue name (Service level by Queue name)
  • Inbound Route (Service level by Inbound Route)

2. Filtering according to time range

By default, the page displays all types of available reports for current date and hour (link Today).

In order to modify the time range for which you view the reports:
  • you can select the time range that you want
  • access quick links with predefined time range:
    Today | Yesterday | This week | Last 7 days | Last 30 days | Last 90 days | This month | Last month | This year | Last year | Default

3. How to view reports

Reports can be viewd as:

  • tables and graphics
  • a single downloadable xls report (click Export XLS)
  • a downloadable xls including all reports by selected time range (click Export XLS (all reports))

Example: Service level by Date

Charts by Date include information about the number of calls depending on the date:
  • TOTAL CALLS = total number of calls
  • ANSWERED CALLS = the number of calls that were answered
  • UNANSWERED CALLS = the number of unanswered calls
  • RECOVERED CALLS = the number of recovered calls
  • RECOVERED CALLERS = the number of recovered callers
  • ANSWER PERCENT = ANSWERED CALLS + RECOVERED CALLS = percentage of answered calls out of TOTAL CALLS
  • ANSWERED IN 30 SECONDS = the number of calls answered in 30 seconds
  • CRITICAL SERVICE LEVEL = percentage of calls answered in 30 seconds from ANSWERED CALLS (without RECOVERED CALLS)
  • ANSWERED IN 60 SECONDS = the number of calls answered in 60 seconds
  • SERVICE LEVEL = percentage of calls answered in 60 seconds from ANSWERED CALLS (without RECOVERED CALLS)

Service level by Day of Week

Service level by Hour

Service level by Inbound Route

This report includes information about the number of calls depending on the phone number displayed to customers (on the website, store, leaflets etc.).
Each inbound route is identified by phone numbers, which you can fill in when defining Inbound routes.
Inbound routes help to identify the sources that led to phone conversions, so it is recommended to set different phone numbers for different conversion sources. The source where you display the phone number for conversion tracking is listed in the Description field in the Inbound routes section.

Service level by Queue


Available in other languages: RO

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