Installation guide

Service Level report 7-70
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Service Level report worksheet totals
To view service level totals, click the Totals tab at the bottom of the report.
The Totals sheet for the Service Level report displays the following statistics by wait time for
the reporting period:
•
%Answered. Percentage of calls that were answered.
•
% Sent to Voice Mail. Percentage of calls that were.
•
%Abandoned. Percentage of calls that were abandoned by the caller.
•
Redirected. Total number of calls that were re-directed for any of the following reasons:
• The queue was too busy.
• A call exceeds the maximum wait time.
• The queue was closed.
• There were no agents with matching skills to take the call.
•
Caller Transferred. Total number of calls that were transferred to another number.
•
Total Number of Calls. Total number of calls covered by the report.
Release 2.0 Service Pack 1
April 2011