To view a Service Level Report you can generate a Queue report which shows statistics for particular call queues including the adherence to service levels.
Service Level and Key Performance Indicators (KPIs) can be measured within Contact. KPIs can be defined for calls held in a queue to determine the threshold(s) of when an alert is displayed to supervisors. More information on KPIs can be found here.
Create a Service Level Report #
- Navigate to Data → Reports
- Either Load a report or click New to create a new report
- In the Report Type drop-down, select Call Data Reports
- In the Report Sub Type drop-down, select Queue Report
- In the Queue drop-down, select the queues you want to include in the report
- In the Columns drop-down, select the pre-determined service level
- Configure the time range the report looks at. There are multiple ways to do this:
- Configure days/weeks/months/quarters by selecting the relevant time period on the calendar
- Enter the required time range using the Start and End fields, dates can be entered in DD/MM/YY or DD/MM/YYYY format
- Select one of the pre-defined time range buttons (Today/This Week/Last Month etc)
- If required, apply a Day and Time filter:
- Change the days by ticking the days you want to include in the report
- Enter the Start and End time
- Select the Aggregations from the dropdown list
- The options will depend on the report sub type
- In the Advanced section, specify a Minimum Call Length (Seconds) and a Service Level Target (Seconds)
- Apply further Filters to refine the report statistics
- Click Save or Preview Report
The Report will be Saved or Previewed.