Introduction

The report "4.1 Calls and Service Level by 30-Minute Intervals" from the "Skills & Services" report group allows you to measure, every 30 minutes, the volume of inbound calls, how many were answered or abandoned, and the service level compliance (at 10, 20, and 30-second thresholds), to more precisely detect demand peaks, critical abandonment periods, and exact moments when SLA is broken and staffing, routing, or capacity adjustments are required.

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

• SKILL_NAME: Name of the queried skill; may show All (consolidated for all skills when SKILL = ALL is selected) or the name of the skill when filtering for a specific one.
• HOUR: Time interval in HH:MM format with 30-minute increments; values appear as 00:00, 00:30, 01:00, 01:30 ... 23:30, for comparing behavior by time slot.
• INBOUND_CALLS: Total inbound calls that entered the skill (or the consolidated total) during that 30-minute interval, including both answered and abandoned calls.
• ANSWER_CALLS: Number of inbound calls that were answered during that 30-minute interval.
• ABANDON_CALLS: Number of calls abandoned by the customer before being answered during that 30-minute interval.
• SERVICE_LEVEL_10SEC: Service level compliance percentage for calls answered in ≤ 10 seconds; displayed as a percentage (e.g., 0.00%, 50.00%, 100.00%) to evaluate the most demanding threshold.
• SERVICE_LEVEL_20SEC: Service level compliance percentage for calls answered in ≤ 20 seconds; presented as a percentage and allows evaluating SLA compliance at an intermediate threshold.
• SERVICE_LEVEL_30SEC: Service level compliance percentage for calls answered in ≤ 30 seconds; used to verify performance when the SLA is measured with a wider window.
• ASA: Average Speed to Answer; indicates the average time customers waited before being answered during the interval, shown as a numeric value in the report (higher ASA means longer wait).
• ABANDON: Abandonment percentage for the interval; indicates what proportion of inbound calls ended in abandonment (e.g., 0.00%, 100.00%).
• AHT: Average Handle Time; average duration of call handling during the interval, shown in HH:MM:SS format.
• ATT: Average time associated with handling/conversation during the interval (HH:MM:SS format); helps understand how long the handling component lasts when calls are successfully managed.
• ACW: After Call Work; average time for post-call activities (coding, logging, updates) in HH:MM:SS format.
• ATA: Average Time to Abandonment; estimates how long customers remain on hold before hanging up during that interval. In the report, it may appear as 0 (no abandonment or no applicable calculation) or a high default value such as 345600 (default value when the system cannot calculate the average abandonment for that slot), so it is recommended to interpret it alongside ABANDON_CALLS and ABANDON.