Introduction

The report "8. Answered Calls by Time Interval" from the "Skills & Services" report group allows you to understand in which wait time ranges calls are being answered in each skill/service, to evaluate call handling performance and compliance with operational objectives (e.g., answering most calls before 10 or 20 seconds). With this report, you can identify skills with recurring delays, quickly compare the distribution of responses by intervals, and prioritize actions such as staffing adjustments, schedules, routing, or queue configuration.

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_ID: Identification number of the skill/service (agent queue). Helps you precisely locate the queue, especially when there are similar names or when you need to compare results by ID in audits or integrations.
• SKILL_NAME: Name of the skill/service. It is the operational reference to interpret which queue the response time distribution in the row corresponds to.
• ANSWER_CALLS: Total number of calls answered in the skill/service within the queried date range. This total is the basis for interpreting the rest of the columns, as the intervals represent how these answered calls are distributed based on how long they took to be answered.
• ANSWER_0SEC_10SEC: Number of calls answered in the 0 to 10-second interval. This value shows the volume handled almost immediately and is usually the main indicator when the service goal is very strict or a fast response experience is sought for the end user.
• ANSWER_11SEC_20SEC: Number of calls answered in the 11 to 20-second interval. This range is key for measuring performance in scenarios where the SLA or service goal is commonly defined at 20 seconds (e.g., "answer before 20s").
• ANSWER_21SEC_30SEC: Number of calls answered in the 21 to 30-second interval. Allows identifying calls that have already exceeded stricter goals (10s/20s) but are still answered within a moderate window, useful for diagnosing demand spikes or coverage gaps in time slots.
• ANSWER_31SEC_40SEC: Number of calls answered in the 31 to 40-second interval. This range usually indicates a higher wait time and helps detect skills where the response is shifting toward times that may impact quality perception or increase abandonment risk in other scenarios.
• ANSWER_41SEC_50SEC: Number of calls answered in the 41 to 50-second interval. Represents calls with considerable wait time; useful for prioritizing operational adjustments when the volume in this interval starts to grow, as it is typically correlated with congestion or lack of capacity in the skill.
• ANSWER_GREATER_THAN_51SEC: Number of calls answered with a response time of 51 seconds or more. This value shows the most critical delay cases; if there is significant volume here, it usually indicates sustained saturation, inefficient routing configurations, or the need to reinforce coverage/shifts in the skill/service.