Queue SLA Report

The queue SLA report will help you get a full overview of how long it takes for your agents to answer calls. The report organizes your call into five different service levels, from 1-19 seconds to over 60 seconds as well as unanswered calls.

You’ll be able to see the exact number of calls, as well as the relative percentage of calls for each service level. The information can be filtered by both offices and agents.

With the queue service level report, you’ll be able to monitor changes, so you can quickly react to changes and make sure your call abandonment rate stays as low as possible.