Introduction

The report "11. Calls and Service Level by Interaction" from the "Skills & Services" report group allows you to compare operational performance by channel/interaction type, showing volume, attendance, abandonments, and service level compliance. It is especially useful for identifying which channels are concentrating demand, where more abandonments are occurring, and how indicators such as ASA and ATA behave for each type of interaction (call, chat, omni, etc.). Note: In this context, when referring to wait/abandonment, the "customer" is the end user or contact communicating with the operation (not the company purchasing the software).

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

Report Information

• TYPE_INTERACTION: Indicates the type of interaction/channel through which the contact was managed. This column can yield the following values: chat-configurationbox (internal chat), chat-email (email chat), chat-facebook (Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web (web chat), chat-whatsapp (WhatsApp chat), chat-telegram (Telegram chat), chat-line (Line chat), inbound (inbound call), internalcall_que (internal call from a queue), omni-email (email), omni-facebook_page (interaction on a Facebook page post), omni-instagram (interaction on an Instagram post), omni-twitter (interaction on a Twitter post), and out_pre (outbound call in predictive campaign). Use it to segment the analysis and understand which channels are putting pressure on the operation.
• INBOUND_CALLS: Total inbound interactions recorded for that interaction type during the period. Use it to measure demand by channel (how much is coming in) and contrast it with what is attended and what is abandoned.
• ANSWER_CALLS: Total interactions attended/answered for that interaction type. It is key to measuring the response capacity by channel and calculating gaps against inbound volume.
• ABANDON_CALLS: Total interactions abandoned for that interaction type (when the contact/end user withdraws before being attended). Use it to detect channels with friction, high wait times, or lack of coverage.
• SERVICE_LEVEL_10SEC: Service level compliance percentage for interactions attended with wait times less than or equal to 10 seconds. Use it to validate the channel's performance against a demanding threshold for rapid response.
• SERVICE_LEVEL_20SEC: Service level compliance percentage for interactions attended with wait times less than or equal to 20 seconds. It is a common threshold for analyzing whether the channel sustains timely attendance.
• SERVICE_LEVEL_30SEC: Service level compliance percentage for interactions attended with wait times less than or equal to 30 seconds. Useful for comparing channels where expected wait time is longer or where volume demands more flexibility.
• ABANDON: Abandonment percentage for that interaction type (proportion of abandoned interactions against the total for the channel). Use it to prioritize actions: a channel may have low volume, but high abandonment can indicate a critical issue.
• ASA: Average Speed to Answer. Indicates the average wait time (in seconds) that the contact/end user experiences before being attended in that interaction type. Useful for diagnosing channel saturation and adjusting sizing or routing.
• ATA: Average Time to Abandonment. Indicates the average time (in seconds) that the contact/end user remains waiting before abandoning in that interaction type. Helps you understand the wait "tolerance" by channel and identify where to reinforce SLAs, containment messages, or staffing.