Introduction

The report "1. Calls and Service Level by Skill/Service" from the "Skills & Services" report group allows you to consolidate, for each skill, the volume of inbound calls, how many were answered or abandoned, and how the service level performs at different wait thresholds (≤10s, ≤20s, ≤30s). It is ideal for monitoring operational performance by skill, detecting queues with high abandonment or low SLA compliance, and prioritizing adjustments in capacity, routing, or scheduling.

Note: It is necessary to select the ALL option (all skills) or a specific skill by its ID in the SKILL field.

Report Information

• SKILL_ID: Identification number of the skill; used to unambiguously recognize the queue/service, especially useful when there are skills with similar names or when you need to cross-reference the result with operational configurations and routing rules.
• SKILL_NAME: Name of the skill; facilitates operational reading of the report and sharing findings (e.g., quickly identifying which queue is failing to meet service levels or concentrating abandonment).
• INBOUND_CALLS: Number of inbound calls that entered the skill during the queried period; it is the baseline demand indicator per skill for sizing and comparison between services.
• ANSWER_CALLS: Number of calls that entered and were answered in the skill; allows measuring the effective response capacity and, when compared with INBOUND_CALLS, estimating the impact of wait times and queue management.
• ABANDON_CALLS: Number of calls that were not answered in the skill; reflects unresolved demand due to wait, disconnection, or other abandonment reasons, and helps identify critical points in customer experience.
• SERVICE_LEVEL_10SEC: Service level compliance percentage for calls with wait times less than or equal to 10 seconds; interpreted as the proportion of calls answered within that threshold, useful when the service SLA is defined in short wait windows.
• SERVICE_LEVEL_20SEC: Service level compliance percentage for calls with wait times less than or equal to 20 seconds; used to evaluate compliance with an intermediate threshold and quickly compare performance between skills under a standard SLA criterion.
• SERVICE_LEVEL_30SEC: Service level compliance percentage for calls with wait times less than or equal to 30 seconds; helps understand if the service "recovers" compliance by expanding the threshold, and to detect skills that remain underperforming even with wider windows.
• ABANDON: Percentage of abandoned calls; this indicator expresses abandonment in relative terms (not just count), allowing comparison between skills with different volumes and prioritizing where the percentage impact is highest.
• ASA: Average Speed to Answer; indicates the average time (in seconds) customers wait in line to be answered, and is key to explaining variations in abandonment and service level compliance.
• ATA: Average Time to Abandonment; calculates the average time (in seconds) customers remain on hold or in the queue before abandoning the call, useful for understanding the "real threshold" of customer tolerance per skill.