Inbound Call Service Level

The Inbound Call Service Level report lists performance-related inbound call statistics for various time intervals. These time intervals are commonly known as a Service Level Agreement. The Service Level typically refers to the speed of answer which is measured by how long the call was in a ringing event before the call was answered, meaning that there was a talking event with a live agent.

This report allows you to set your Service Level and reports on calls that fit into the Service Level criteria. Columns displayed are Calls Presented, Answered, and Abandoned; Percent Answered and Abandoned; Average Abandoned Wait Time, Call Duration, and Speed of Answer; Calls answered within the Service Level; Calls answered after Service Level; Percent answered within Service Level; and Longest Wait.

The Inbound Call Performance report is a Time Interval report. This means that the report lists performance-related inbound call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be select when running the report. To view a group's information in full detail, select "open," which will be located at the end of each group's column.

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Column Descriptions


Time Interval

On the report, the default time interval is "Hour of Day." However, this column will display the time interval selected when running the report.


Calls Presented

Shows the total number of calls in which the specified group was involved in at least one ringing or queue event, meaning the group had a chance to participate in the call. By default, this column will only include inbound calls, *but it can be set to include other call directions.

*To set to include other call directions, you need the Custom Reports module.

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Talking Events

  • This column does not look for talking events. A call that contains at least one ringing or queue event will count as presented, regardless of whether or not it was answered.
  • An inbound call that goes directly to voicemail will not count as presented because it never rang at an agent's phone or entered a queue.

Calls Answered

This shows the total number of inbound calls associated with the given group that contained at least one talking event. These are calls that were handled by a live agent.


Calls Abandoned

Shows the total number of abandoned calls for the specified Hunt group

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Abandoned Calls

An abandoned call is an inbound call that does not end in a talking or voicemail event. This could be any call ending in a hold event, queue event, ringing event, park event, etc.

Additionally, abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, then places the calling party on hold, then the calling party hangs up while in the hold state, this would be considered an abandoned call. Again, because it ended in an event other than a talking or voicemail event.


% Answered

This shows the total percent of calls answered, meaning that the calls contained at least one talking event. This is calculated by dividing answered calls by presented calls, and is then displayed as a percent.


% Abandoned

This shows the total percent of calls abandoned, meaning that the call ended in something other than a talking or voicemail event. This is calculated by dividing abandoned calls by presented calls, and is then displayed as a percent.


Avg Abandoned Wait

Shows the average duration that the caller waited in the final event (queue, hold, park, ringing, or transfer hold) before they abandoned the call


Avg Call Duration

Shows the average duration of all calls involving the specified group


Avg Speed of Answer

This shows the average duration of the ringing and queue events associated with the group or the agents in the group before the call's first talking event.


Calls Answered with Service Level

Shows the total number of calls answered within the specified Service Level criteria

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Service Level

The Service Level typically refers to the speed of answer which is measured by how long the call was in a ringing event before the call was answered.

You can specify your desired Service Level when selecting the parameters for the report.


Calls Answered After Service Level

Shows the total number of calls answered after the specified Service Level criteria


% Calls Answered within SLA

Shows the percent of calls answered within the specified Service Level criteria


Longest Wait

This shows the total duration of the call with the longest wait time before being answered, meaning the call sat in a ringing event longer than others.