Application Report Question

[TheCardMan]

I am trying to find a report that will tell me some statistics for a specific application that routes to a general skillset. Many application route to this skillset. I want to find out how we are doing with this specific client. So I run a application Performance report and a see a column called "% Service Level". The number is really low, 5% - 4%. My question is what does this relate too? Does it have anything to do with my Application Thresholds I set? The application routes into our call center and the caller hears a quick "Thank you for calling...." (about 25 seconds) and then Queues the skillset. Why would my % Service Level be so low?

I really would like to provide the client with a report that show the past 6 months total calls and the percentage of those calls that have been answered within 30 seconds.

 

[Milesprower]

Service level is the percentage of calls answered within the service level threshold. The service level threshold is set in the application threshold class you assign to the application. The default value is 20 seconds but you can set it to meet your business needs (I have seen it set from as low as 10 seconds to as high as 240 seconds).

As an example, with a 30 second service level threshold, if 10 calls are presented and only 2 are answered within 30 seconds, your service level will be 20%.

Once a call is presented to the application, the clock starts ticking. So the initial "thank you for calling..." announcement pegs against the call and impacts your service level percentage. This is why your service level is so low. If 25 seconds are gone before the call is queued, your agents have only 5 seconds to answer the call within the service level threshold.