Introduction

The report "4.2 Calls and Service Level by 10-Minute Intervals" from the "Skills & Services" report group allows you to measure call volume, service level, and abandonment with 10-minute granularity, to precisely identify the times of day when demand peaks, SLA compliance drops, and abandonment rates increase.

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: Displays the name of the skill/service to which the measurement belongs; when filtering by ALL, the value is presented as All (consolidated for all skills), and when selecting a specific skill, its name is reflected.
• HOUR: Indicates the analysis interval in HH:MM format, where MM advances in 10-minute increments (00, 10, 20, 30, 40, 50); each row summarizes what occurred in that 10-minute window.
• INBOUND_CALLS: Represents the total number of inbound calls recorded in the interval (count).
• ANSWER_CALLS: Indicates how many of the inbound calls in the interval were answered (count); used to compare against INBOUND_CALLS and gauge the actual managed load.
• ABANDON_CALLS: Shows how many inbound calls were abandoned in the interval (count), meaning the customer hung up before being answered.
• SERVICE_LEVEL_10SEC: Reflects the service level compliance percentage for calls answered within ≤ 10 seconds of wait time; the value is presented as a percentage (0% to 100%).
• SERVICE_LEVEL_20SEC: Reflects the service level compliance percentage for calls answered within ≤ 20 seconds of wait time; the value is presented as a percentage (0% to 100%).
• SERVICE_LEVEL_30SEC: Reflects the service level compliance percentage for calls answered within ≤ 30 seconds of wait time; the value is presented as a percentage (0% to 100%).
• ASA: Also called Average Speed to Answer, it indicates the average response time (in seconds) that customers waited to be answered within the interval; displayed as a numeric value.
• ABANDON: Indicates the abandonment percentage for the interval (0% to 100%); allows you to quickly detect time slots where customers are hanging up more frequently.
• AHT: Also called Average Handle Time, it corresponds to the average handling time of answered calls in the interval; presented in duration format (e.g., 00:00:00).
• ATT: Corresponds to the average conversation time (talk time) within the interval; presented in duration format (e.g., 00:00:00) and helps understand if call complexity or duration is affecting capacity.
• ACW: Corresponds to the average post-call time (After Call Work) in the interval; presented in duration format (e.g., 00:00:00) and is key to finding opportunities for operational efficiency.
• ATA: Also called Average Time to Abandonment, it indicates the average time (in seconds) that customers remained on hold before abandoning the call; displayed as a numeric value and helps estimate how much "tolerance" customers had in each time slot.