Displays a summary of the calls of a routing service that were answered during a selected interval.
How it works
Tracks the number of calls that were answered. Supervisors can determine how many calls were answered for each of the routing services in a routing service group for a selected duration.
Business usage
What is the significance of information displayed in this report?
This report displays which routing services report the maximum number of calls answered within the shortest interval. Such calls with quick response times indicate a healthy call profile environment for that routing service. You can replicate this process in other routing services where the intervals of answered calls or the number of waiting and abandoned calls are high.
How do you determine the best performing channel ID in terms of calls answered in the shortest interval?
Hover the mouse pointer over each of the bars to view the type of channel and the number of answered calls. You can view this information for each of the channels for different intervals and metrics. Once you determine which channel reported the minimum number of answered calls, you can then plan process improvements for these channels to improve their answering rates.
How do you calculate the service level of the calls associated with the routing services in your routing service groups?
Divide the number of calls answered in n seconds by the total calls offered for the selected duration multiplied by 100.
For example, if the total number of offered calls in a given month was 6000, of which the number of answered calls in n seconds was 5400, then the service level is calculated as:
5400/6000 * 100 = 90
A high service-level rate is an indicator of a healthy call performance standard.
