Call profiles are settings for a split/skill that assist in determining how much time passes before a call is answered or abandoned. The accumulated number of seconds that have passed for an unanswered call are divided into different service-level increments. If a call surpasses the allocated time for the first service-level increment, it then moves to the next service-level increment. This information is recorded for each call and can later be viewed through the split/skill call profile report to determine the number of calls that were answered or abandoned in each increment.