Introduction

The report "6. Calls and Service Level by DNIS" from the "Skills & Services" report group allows you to analyze call volume and key service indicators (service level, abandonment, and average times), segmented by each DNIS (dialed number or inbound line), for a specific skill or for all skills when selecting ALL in the SKILL field.

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

• DNIS (Dialed Number Identification Service): Allows identification of the specific number or line to which the call entered within the contact center operation, facilitating the analysis of metrics by service or support channel.
• INBOUND_CALLS: Shows the total number of inbound calls that arrived at that DNIS during the queried period. It helps to gauge demand per line and correlate it with performance (e.g., traffic peaks vs. service level drops).
• ANSWER_CALLS: Indicates the number of inbound calls that were answered at that DNIS. It is key to contrast against the total inbound calls and validate handling capacity per line.
• ABANDON_CALLS: Shows how many calls were not answered because the customer hung up before being attended. This value helps identify DNIS with friction, overload, or high wait times.
• SERVICE_LEVEL_10SEC: Represents the service level compliance percentage for calls answered with queue wait times less than or equal to 10 seconds (≤10s). It is used to measure how quickly calls are answered on that line under a demanding threshold.
• SERVICE_LEVEL_20SEC: Represents the service level compliance percentage for calls answered with queue wait times less than or equal to 20 seconds (≤20s). Useful for evaluating performance under an intermediate service threshold.
• SERVICE_LEVEL_30SEC: Represents the service level compliance percentage for calls answered with queue wait times less than or equal to 30 seconds (≤30s). Often used as a broad reference to compare service consistency by DNIS.
• ABANDON: Shows the abandonment percentage for that DNIS. It complements ABANDON_CALLS by normalizing abandonment against total volume and facilitating comparisons between lines with different traffic.
• ASA: Average Speed to Answer. Indicates the average wait time for customers before being answered at that DNIS, usually expressed in seconds (may include decimals). It is a direct indicator of congestion or response efficiency per line.
• ATA: Average Time to Abandonment. Calculates the average time customers remain on hold before abandoning the call at that DNIS, usually in seconds (may include decimals). Helps understand customer "tolerance" per line and prioritize improvements where abandonment occurs faster.