Introduction

The report "7. Calls and Service Level by Hour for All Skills/Services by Day" from the "Skills & Services" report group allows you to see, in a single table, the call behavior and service level compliance for each skill/service, broken down by day and hour. It is especially useful for detecting peak hours, comparing skills, identifying time slots with higher abandonment, and making operational decisions regarding coverage or routing adjustments.

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

• DATE: Date of the reported record. In this report, it is usually shown as a numeric value in YYYYMMDD format (e.g., 20260217), and is used to compare performance between days.
• SKILL_ID: Numeric identifier of the skill/service within the operation. Helps you filter, cross-reference, or audit results when there are skills with similar names or when you need traceability by ID.
• SKILL_NAME: Name of the skill/service associated with the metrics in that row. It is the functional reference to interpret which queue, service, or flow the volume and service level correspond to.
• HOUR: Hour of the day when the metrics for that skill/service are grouped. Typically presented in 00–23 format (e.g., 09, 17), allowing you to quickly locate high-demand or low-coverage time slots.
• INBOUND_CALLS: Total inbound interactions recorded in that block (day/hour) for the skill/service. Represents the demand that reached the operation in that time slot.
• ANSWER_CALLS: Total inbound interactions answered within the skill/service in that block (day/hour). Key to understanding actual handling capacity versus demand.
• ABANDON_CALLS: Total inbound interactions abandoned in that block (day/hour), meaning those where the end user withdrew before being attended. Helps identify wait time, saturation, or friction issues.
• SERVICE_LEVEL_10SEC: Service level compliance percentage considering wait times ≤ 10 seconds. Useful when your service goal is very demanding or when you want to highlight "hot" performance.
• SERVICE_LEVEL_20SEC: Service level compliance percentage considering wait times ≤ 20 seconds. A common reference for operational SLAs, allowing comparison of compliance between hours and skills.
• SERVICE_LEVEL_30SEC: Service level compliance percentage considering wait times ≤ 30 seconds. Helps understand if, even when the stricter goal (10s/20s) is not met, service is achieved within a broader window.
• WAIT_TIME: Average wait time (usually expressed in seconds) associated with interactions in the block (day/hour) for that skill/service. Used to directly correlate wait time with abandonment and service level.
• ABANDON: Percentage of interactions that were abandoned in that block (day/hour). Expressed as a percentage (e.g., 0.00%, 22.22%) and is one of the quickest indicators for detecting experience deterioration in a specific time slot.
• AHT: Average Handle Time. Typically shown in time format (e.g., 0:00:06, 0:00:32), representing the average duration of handling in that block (day/hour), useful for understanding operational load and efficiency.
• ASA: Average Speed to Answer. Represents the average time (usually in seconds) the end user waits before the operation responds to the interaction.
• ATA: Average Time to Abandonment. Indicates the average time (usually in seconds) the end user remains on hold before abandoning the interaction.