Volume Report - Service Level (Cumulative)

Volume report – Service Level (Cumulative) displays statistic for service levels with threshold values. The report is based on the data in the Contact universe in SAP BusinessObjects Business Intelligence.

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.
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
Interval	Waiting time interval in 5 seconds steps
Handled	Number of handled contacts by agent but also contacts that have been handled in an external system
Handled (Cumulative)	Number of handled contacts until specific interval end time For example 025-030 include all handled contacts having waiting time 0 – 30 seconds.
Queued (Total)	All queue contacts calculated as Arrived – Service closed – False attempts (This is the same as Handled + Abandoned.)
Service Level (Cumulative)	Service level value that is reached by the current waiting time Calculated with formula: 100% * Handled (Cumulative)/ Queued (Total)
Abandoned (Cumulative)	Number of abandoned contacts until specific interval end time For example, 025-030 includes all handled contacts with a waiting time of 0 – 30 seconds.
Abandoned (Total)	All abandoned contacts
Abandoned % (Cumulative)	Abandoned % value that is reached by current waiting tim Calculated with formula 100% * Abandoned (Cumulative)/ Abandoned (Total)