Service level¶

In section Reports/Service level you can access reports on service level (the number of answered calls, in a given time).
The value servicelevel is the duration in seconds that is deemed acceptable for a customer to wait in a queue before getting an agent (does not include listened voice mails).

In order to set the duration that is deemed acceptable for a customer to wait in a queue before getting an agent, see the below steps:

• Access section Queues (Edit Queue or Create new Queue)
• In section Variables, edit variable servicelevel.

servicelevel =60 (secunde); default value, customizable depending on your needs.

1. Monitoring criteria¶

Reports on the number of calls are created depending on many criteria:

• Date (Service level by Date)
• Service level by Day of week
• Hour (Service level by Hour)
• Queue name (Service level by Queue name)
• DNID (Service level by DNID)

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 viewed by:

• display as tables and graphics, from administration interface
• the download of a single report formatted as .xls by clicking on the link/icon Export XLS next to it
• the download of all displayed reports according to the selected time range, formatted as .xls by clicking on the link/icon Export XLS (all reports), from below page area

Example: Service level by Date

Charts by Date include information on the number of calls by date:

• the sum of calls
• the number of answered calls
• the number of unanswered calls
• the number of recovered calls
• the percentage of answered calls
• the number of answered calls in n seconds
• the percentage of answered calls in n seconds

Service level by Day of Week

Reports on by DNID include information on the number of calls, by track sources for phone leads.

DNID (Dialed Number Identifier) is the phone number displayed to the customers (on site, stores, leafltes etc.) and also the number that was dialed (inbound calls).
Each inbound route is identified through a DNID; DNID phone numbers can be filled in when you define Inbound routes.
Inbound routes are the ones that track sources for phone leads, therefore it is recommended to set up different phone numbers (DNID) for different track conversion sources.
The source that displays the phone number for conversion recording is mentioned in the field Description from section Inbound routes.

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