Introduction

The report "4. Calls and Service Level by Hour" from the "Skills & Services" report group allows you to understand, hour by hour, how many calls enter a skill (or all skills), how many are answered, how many are abandoned, and how well the service level is met (by 10, 20, and 30-second thresholds). It is key for identifying peak hours, adjusting staffing, evaluating response capacity, and detecting time slots with higher abandonment or wait times.

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 skill for which the information is consolidated; when filtering for all, it may appear as ALL (all skills) or the name of the skill when querying a specific one.
• HOUR: Hour of the day to which the indicators correspond, displayed in two-digit format (e.g., 00, 01, 02 ... 23), for analyzing behavior by time slot.
• INBOUND_CALLS: Total inbound calls that entered the skill (or the consolidated total) during that hour, including both answered and abandoned calls.
• ANSWER_CALLS: Number of inbound calls that were answered within that hour for the queried skill.
• ABANDON_CALLS: Number of inbound calls that were not answered because the customer hung up before being managed (abandoned) within that hour.
• SERVICE_LEVEL_10SEC: Service level compliance percentage for calls answered in ≤ 10 seconds; presented as a percentage (e.g., 0.00%, 100.00%) to measure compliance with the most demanding threshold.
• SERVICE_LEVEL_20SEC: Service level compliance percentage for calls answered in ≤ 20 seconds; used to compare performance against an intermediate service threshold.
• SERVICE_LEVEL_30SEC: Service level compliance percentage for calls answered in ≤ 30 seconds; useful when the target SLA is measured in wider windows.
• ASA: Average Speed to Answer; indicates the average wait time before being answered, delivered as a numeric value in the report (operational reference: higher ASA means higher perceived wait time).
• ABANDON: Abandonment percentage for the hour; represents what proportion of inbound calls ended in abandonment (e.g., 0.00%, 100.00%).
• AHT: Average Handle Time; shown as duration (HH:MM:SS) and integrates the average time it takes to handle a call (typical indicator for estimating operational load).
• ATT: Average time associated with conversation/handling (shown as duration HH:MM:SS); used to understand how much time is invested, on average, in the handling component during the hour.
• ACW: After Call Work; average time for post-call activities (logging, coding, data updating), shown as duration (HH:MM:SS).
• ATA: Average Time to Abandonment; calculates how long customers remain on hold before hanging up, delivered as a numeric value. In hours without abandonments or with insufficient data, the report may reflect values that do not represent a "real" abandonment time, so it is recommended to read it alongside ABANDON_CALLS and ABANDON.