Service Level Report in Akixi

Bill_Balvanz — Mon, 12 May 2025 18:25:18 GMT

The Service Level Report is a common call center report that shows the distribution of answer times within a call center. The Broadsoft version had an enumeration quirk where the rezsults of a lower threshold (answered under 15 seconds) were counted among the larger threshold (answered under 30 seconds). Akixi fixes this by segmenting its service levels as ranges.

The following metrics are significant:

Legacy Metric	Akixi Metric
Call Center Name	Device Name
Average Wait Time	Avg Waiting Time
Average Speed of Answer	Avg Answer Time (In)
Calls Answered within xx secs	xx < Answered <= yy
% within xx sec	xx < % Answered <= yy

Akixi counts the calls within a range based on the Anser Performance KPIs established for the report (see steps 2 and 3 below).

Load the Default report: Enhanced Call Center Reports > ECCR Call Center Reports Call Center Service Levels
Load the report from your ECCR Call Center Reports folder in the library
Modify the report
1. Switch to Advanced style at the top
2. Go to SLA/KPI and scroll down to the Answer Performance section
3. Modify the targets to match the answer intervals you would like to see. In Broadsoft, you were limited to five threshold settings, Akixi offers six.
4. Open the Fields section of the Modify Report window (you can switch back to Basic or leave it in Advanced)
5. Remove the ACD State Icon if you want to have this report used as a historical report (ACD State Icon is a real-time metric, not a historical one. If you don't remove it, it simply will not display on the report)
6. Add the count metrics with Call Counts > Inbound Answer Performance
7. Reorder the metrics as you wish with the up and down arrows at the bottom of the Fields List
8. If you'd like this to be a historical report, change the time range in the Report menu
9. Change the name of the report to something that makes sense
Hit the OK button to save these changes

This video shows these steps (video has no sound):

article Service Level Report in Akixi in Call Center

Service Level Report in Akixi