Engage Voice | Historical dashboards:
Inbound Voice Service Level Summary

Table of contents

The Engage platform provides several dashboards organized by categories that provide data on current information. Most of the reports used in dashboards can be found in the Standard folder of Historical reports. Read more about them in Historical reports reference.
 
Note: Dashboards and reports that reference digital data are reserved for future use.

Helpful hint!

Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.

Inbound Voice Service Level Summary

The Inbound Voice Service Level Summary KPI Dashboard allows you to evaluate queue SLAs, and — taking into account abandon delays — to see if the corrective measures should be performed so that SLAs can be adjusted.
 
Here are the following filters you can use to sort data in the Inbound Voice Service Level Summary dashboard:
  • Date Range: A range of days that the dashboard will be covering. Preset to the last 30 days.
  • Account: The sub-account to be reported on.
  • Account ID: The ID of the account that needs to be viewed.
  • Product Group Type: Filters to a specific subset of product group types.
  • Product Group: Filters to a specific subset of product group.
  • Product Type: Filters to a specific subset of product types.
  • Product: Filters to a specific subset of products.
Note that an activity is attributed to a time interval by its start timestamp. Account filter is a parent filter to the other filters (except for the Date). For example, if you select a particular account, the Agent Group filter will be showing only agent groups of that account.

Under the Inbound Voice Service Level Summary dashboard, you will find the following sections:
  • Service Level KPIs
  • Service Level KPIs by Queue
  • Answered Wait Time and Delay to Abandon

Service Level KPIs

This section contains three KPI widgets, related to queue SLA assessment.
  • Service Level %: Percentage of calls that passed SLA out of total calls queued. Shows comparison with the same KPI of the previous time interval of the same length. The change (shown in %) should be displayed in green for increased value, and in red for decreased value.. 
  • Avg Speed of Answer: Average time caller waited in a single queue for the call to be answered. Shows comparison with the same count of the previous time interval of the same length. The change (shown in %) should be displayed in red for increased value, and in green for decreased value.
  • Queue Abandon Rate %: Percentage of calls that were abandoned while queued out of total calls queued. Includes short abandons. Shows comparison with the same KPI of the previous time interval of the same length. The change (shown in %) should be displayed in red for increased value, and in green for decreased value.

Service Level KPIs by Queue

This section contains three charts, representing same three KPIs by an individual queue. Each chart supports drilling down to see daily trend of the particular metric for a given queue.
  • Service Level % by Queue: Ratio of calls that passed the SLA out of total calls queued, arranged by product.
  • Avg Speed of Answer by Queue: Average time callers waited in a single queue, arranged by product.
  • Abandon Rate % by Queue: Percentage of calls abandoned in a queue, arranged by product.

Answered Wait Time and Delay to Abandon

This section contains two reports in the table format: Answered Wait Time Report and Abandon Delay Report. Statistics in reports are broken down by Queue Group, and Queue. Each report can be downloaded using the Export (XLSX or CSV) button, located on the right upper corner of that section.
  • Answered Wait Time: Shows how answered calls are distributed by service level intervals. It also provides the following metrics (names of metrics used are in parenthesis):
    • Accepted # (Inbound Accepted Count): Number of inbound interactions distributed to agent
    • < 20s (Queue Answered in 0 - 20 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 20 seconds.
    • < 40s (Queue Answered in 0 - 40 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 40 seconds.
    • < 60s (Queue Answered in 0 - 60 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 60 seconds.
    • < 120s (Queue Answered in 0 - 120 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 120 seconds.
    • < 180s (Queue Answered in 0 - 180 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 180 seconds.
    • < 240s (Queue Answered in 0 - 240 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 240 seconds.
    • < 300s (Queue Answered in 0 - 300 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 300 seconds.
    • < 600s (Queue Answered in 0 - 600 seconds %):  Percentage of handled queueing attempts that were connected to agents in 0 to 600 seconds.
    • < 900s (Queue Answered in 0 - 900 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 900 seconds.
    • < 1200s (Queue Answered in 0 - 1200 seconds %): Percentage of handled queueing attempts that were connected to agents in 0 to 1200 seconds.
    • > 4 min # (Queue Answered after 240 seconds): Number of queueing attempts that were answered after waiting in queue for more than 240 seconds.
    • > 10 min # (Queue Answered after 600 seconds): Number of queueing attempts that were answered after waiting in queue for more than 600 seconds.
    • > 20 min # (Queue Answered after 1200 seconds): Number of queueing attempts that were answered after waiting in queue for more than 1200 seconds.
  • Delay to Abandon: Allows you to see how abandoned calls are distributed by service level intervals, and to find an optimal target Service Level for a queue.
    • Abandoned # (Queue Abandoned Count): Number of inbound calls where caller hang up while waiting in queue
    • < 20s (Queue Abandoned in 0 - 20 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 20 seconds.
    • < 40s (Queue Abandoned in 0 - 40 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 40 seconds.
    • < 60s (Queue Abandoned in 0 - 60 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 60 seconds.
    • < 120s (Queue Abandoned in 0 - 120 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 120 seconds.
    • < 180s (Queue Abandoned in 0 - 180 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 180 seconds.
    • < 240s (Queue Abandoned in 0 - 240 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 240 seconds.
    • < 300s (Queue Abandoned in 0 - 300 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 300 seconds.
    • < 600s (Queue Abandoned in 0 - 600 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 600 seconds.
    • < 900s (Queue Abandoned in 0 - 900 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 900 seconds.
    • < 1200s (Queue Abandoned in 0 - 1200 seconds %): Percentage of abandoned queueing attempts that were abandoned in 0 to 1200 seconds.
    • > 4 min # (Queue Abandoned after 240 seconds): Number of queueing attempts that were abandoned after waiting in queue for more than 240 seconds.
    • > 10 min # (Queue Abandoned after 600 seconds): Number of queueing attempts that were abandoned after waiting in queue for more than 600 seconds.
    • > 20 min # (Queue Abandoned after 1200 seconds): Number of queueing attempts that were abandoned after waiting in queue for more than 1200 seconds.
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