Volume Report - Service Level

Report Volume – Service Level displays statistic for service level % and handling %. The report is based on the data in the Contact universe in SAP BusinessObjects Business Intelligence.

Note:

Contacts that arrive when the service is closed are counted only into the Service Closed count. To report arrived, handled, abandoned and other statistics for forwarded service closed contacts, use an IVR application to transfer these contacts to another queue by choosing the option Forwarding Number When Service Closed in System Configurator > Queue Management > Queues > Contact Management > Forwarding > Forwarding Options. To report arrived, handled, abandoned and other statistics for all contacts regardless of their arrival time, do not use service closed schedules for these queues whose contacts are handled by overflowing them to another queue.

To filter data displayed in the report, define the following filters:

Table 1. Filters
Parameter	Description
Year	Choose one of the years available in the time dimension. The default value is the year of the previous day.
Month	Choose one of the months filtered by the year selection. The default value is the month of the previous day.
Day	Choose one of the days filtered by the month selection. The default value is the previous day.
Application	Choose the application you are interested in. The default value is All.
Queue	Choose the queue you are interested in. The default value is All.
Channel	Choose the channel. The default value is All.

The report includes reporting data for the following items for the set search parameter values:

Table 2. Report Column Descriptions
Column	Description
Quarter Hour	15 minutes intervals, interval’s start time
Completed*	Total number of arrived contacts
Handled	Number of handled contacts by agent but also contacts that have been handled in an external system
Handled %	Handling percent Calculated with formula: 100% * Handled / (Arrived – Service closed – False attempt).
Answered-on-Time	Number of calls that are handled and have waiting time less than (or equal to) the threshold value
Service Level %	Service level Calculated with formula: 100% * Answered on time / (Arrived – Service closed – False attempt).
Overflow	Number of overflowed contacts Overflow means that contact has arrived to one queue but handled in another.
False Attempts	Number of false attempt calls. Calls are not handled and waiting time has been less then or equal to the threshold value for false attempts.
Abandoned	Number of abandoned contacts. Calls are not handled and waiting time has been more than the threshold value for false attempts.
Service Closed	Number of contacts that have arrived outside scheduled working time.