Introduction

The Service Level Report provides valuable data on the service levels for answering routed calls within specific time segments for the selected Router(s). Supervisors can use this information to monitor how well calls are being answered within predefined thresholds, helping to ensure that customer expectations are met and service quality is maintained.

Report Breakdown

Header

• Report Name: The title of the report as defined when it was created.
• Report Type & Period: Information about the original report type and the report's time period.
• Selected Routers: The Routers for which the service level report is generated.

Time Segment Section (Per Time Segment)

For each time segment, the following information is displayed:

1. Offered Calls: The total number of calls offered to the Router(s) during the report period.
2. Service Level Breakdown:
   • 10 s: The percentage of calls offered that were answered within 10 seconds.
   • 15 s: The percentage of calls offered that were answered within 15 seconds.
   • 20 s: The percentage of calls offered that were answered within 20 seconds.
   • nn s: The percentage of calls offered that were answered within a specific user-defined time (nn seconds).
3. Total: The total number of calls offered to the Router(s) during the report period.

Footer

• Date & Time Generated: The date and time when the report was generated.

How a Contact Centre Supervisor Can Use This Report

Use Case Example: Monitoring Service Level Adherence

A contact centre supervisor uses this report to evaluate how well their team is meeting the targeted service levels for answering calls. Here’s how the supervisor can effectively use the report:

Track Service Level Adherence: The supervisor first checks the percentage of calls answered within various time segments (e.g., 10s, 15s, 20s). This helps identify whether the team is consistently meeting the desired service levels. For example, if only 50% of calls are answered within 10 seconds, the supervisor may need to consider ways to improve responsiveness.

Identify Trends by Time Segment: By reviewing multiple time segments (10s, 15s, 20s), the supervisor can see if there is a consistent decline in service level as the call queue time increases. A drop-off between 10 seconds and 20 seconds might suggest the need to improve agent readiness or manage call volume.

Adjust Staffing Based on Data: If the report shows that a large number of calls are being offered but are not answered within acceptable times (e.g., a high percentage are falling outside of the 20-second window), the supervisor may consider adjusting staffing levels or modifying call routing strategies. For example, increasing the number of agents during peak times could help meet the service level targets.

Monitor Performance Over Time: By generating this report regularly (daily, weekly, etc.), the supervisor can identify patterns or trends in service level performance. If the service levels are consistently low during certain periods, they might take action such as improving training or implementing new technology to reduce wait times.

Report for Service Level Goals: The supervisor can use the data to determine if their contact centre is meeting internal or external service level agreements (SLAs). If a specific SLA requires a certain percentage of calls to be answered within 15 seconds, this report provides a clear snapshot of whether those targets are being met.

Focus on Problem Areas: If certain time segments show a high percentage of unanswered calls (e.g., calls taking longer than 20 seconds to answer), the supervisor can drill down into possible causes, such as insufficient staffing, system delays, or agent performance issues.

By leveraging these insights, the supervisor can make data-driven decisions to improve operational efficiency, customer experience, and adherence to service level expectations.

Conclusion

The Service Level Report is an essential tool for contact centre supervisors to assess how well their team is meeting call answering targets. By reviewing the time segment breakdown and the percentage of calls answered within specific timeframes, supervisors can monitor performance, identify areas for improvement, and ensure customer satisfaction is maintained.