Service Level by Skill report 7-71
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Service Level by Skill report
The Service Level by Skill report tracks wait time for calls with a single selected skill
requirement in a single queue by showing the percentage of calls that has been answered, sent
to voicemail, and abandoned as wait time progresses. The total number of calls is shown in
parentheses at the bottom of the report.
Reading the Service Level by Skill report
The following fields appear in this report:
•
Wait time. Displays on the x-axis of the report.
•
% Answered. Displays as a line. Read against the x-axis and y-axis of the report to find
what percentage of calls reached a result by that length of wait time.
Release 2.0 Service Pack 1
