Engage Digital | Service level report

Last updated on November 24, 2021
The Service level report shows in absolute terms the distribution of service level thresholds depending on the event type (conversation opened, first reply, conversation closed). You can customize your Service Level thresholds by going to Admin > Settings > Account Settings. In the Account settings configuration page, you can find Service Level thresholds under Analytics configuration.
 
The table contains the following data:
  • Opened: Time elapsed between the first customer message and the agent’s click on Engage
  • First reply: Time elapsed between the first customer message and the first agent reply
  • Closed: Time elapsed between the first customer message and the last agent reply (if the conversation was reopened, only the last closure is taken into account)
The table allows you to have a view per agent.

Interpreting results: making sure that your service’s SLA is met

This report allows you to have an accurate view of the distribution of conversations depending on the service level thresholds you have set in Admin.
View of additional info when you hover your mouse over a group component
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