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
- Switch to Advanced style at the top
- Go to SLA/KPI and scroll down to the Answer Performance section
- 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.
- Open the Fields section of the Modify Report window (you can switch back to Basic or leave it in Advanced)
- 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)
- Add the count metrics with Call Counts > Inbound Answer Performance
- Reorder the metrics as you wish with the up and down arrows at the bottom of the Fields List
- If you'd like this to be a historical report, change the time range in the Report menu
- 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):
