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2209 - Workgroup Service Level Summary Report
Description:
(The Service Level Threshold is set in MaxACD Administrator > Workgroup
Configuration > General tab.)
Report Options
1. Select an agent, if you want only that agent's workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click Run Report to run the report.
9. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 22. This report shows calls for workgroup 450 for which the wait time was greater
than the service level threshold. The chosen time interval is weekly.
Report Fields
•
Start Time—Start date for the report
Workgroup—Workgroup number
•
•
Inbound—Total inbound calls for the specified workgroup in the specified time
period.
•
Wait Time > Service Level Threshold—Calls where the wait time was longer than
the service level threshold, broken out into three groups:
•
Answered
•
# of Calls—Number of such calls that were answered
% of Calls—Percentage that number is of the total number of inbound calls
•
([Answered] # of Calls/Inbound)
Abandoned
•
# of Calls—Number of such calls that were abandoned by the caller
•
Gives a summary of calls that did not meet the service level threshold.
Chapter 3: The Reports
MaxReports Manual 63
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