Inbound Service Level Report
Inbound Service Level Report
This report is designed to give a daily breakdown of the number of calls, holds, and drop within the specified date range for the selected inbound group.
DROPS = The number of dropped calls to the inbound group within the time frame specified for that time interval.
DROP % = The percentage of calls ending in DROPS.
AVG DROP(S) = Average length in seconds of the calls ending in DROPS.
HOLDS = The number of calls to the inbound group that were held in queue for that time interval.
HOLD % = The percentage of calls that went to queue relative to the total calls.
AVG HOLD(S) HOLD = Average length in seconds of the queue time for only the calls in queue.
AVG HOLD(S) TOTAL = Average length in seconds of the queue time for ALL calls for the time interval.
CALLS = Number of calls received by the ingroup within the time interval.
TOTAL CALLTIME MIN:SEC = Total length of all calls received.
AVG CALLTIME SECONDS = Average length of all calls received.
Inbound Service Level Report: 2022-02-21 04:14:01
Time range 1 days: 2022-02-21 00:00:00 to 2022-02-21 23:59:59
MULTI-GROUP BREAKDOWN
GROUP IVRS / DROPS / CALLS
Time range: 2022-02-17 00:00:00 to 2022-02-17 23:59:59
TOTALS
Total calls routed:
0
Average Call Length for routed Calls:
0 seconds
Answered Calls:
0 0%
Average queue time for Answered Calls:
0 seconds
Calls taken into the IVR:
0
DROPS
Total DROP Calls:
0
Average hold time for DROP Calls:
0 seconds
Drop rate for calls >= 5 seconds
0 0%
Drop rate for calls >= 10 seconds:
0 seconds
CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group):
0
ACR (Dropped/Answered):
0 seconds
AHT (Agent-Answered calls / Handle Time sec):
0 0%
OCR Occupancy Rate = (Handle Time / Handle + Wait sec): *Handle Time = (Talk+Hold+Dead+Dispo sec)
0 seconds
TMR1 (Answered within seconds/Answered):
0 0%
TMR2 (Answered within seconds/Answered):
0 seconds
SL-1 ( within seconds/All Calls)
0 0%
SL-2 ( within seconds/All Calls)
0 0%
CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group):
0
ACR (Dropped/Answered):
0 seconds
AHT (Agent-Answered calls / Handle Time sec):
0 0%
OCR Occupancy Rate = (Handle Time / Handle + Wait sec): *Handle Time = (Talk+Hold+Dead+Dispo sec)
0 seconds
TMR1 (Answered within seconds/Answered):
0 0%
TMR2 (Answered within seconds/Answered):
0 seconds
SL-1 ( within seconds/All Calls)
0 0%
SL-2 ( within seconds/All Calls)
0 0%
QUEUE STATS
Total Calls That entered Queue:
0
Average QUEUE Length for queue calls:
0 seconds
Average QUEUE Length across all calls:
0 0%
CALL STATUS STATS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
AVERAGE HOLD TIME
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
CALL ANSWERED TIME BREAKDOWN
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
HANGUP REASON STATS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
CALL STATUS STATS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
PLEASE SELECT AN IN-GROUP AND DATE RANGE ABOVE AND CLICK SUBMIT