User Manual

Service Level

A Service Level report shows the total chat connectivity with respect to the average waiting time intervals.

Based on the pre-defined average wait-time intervals, the total number of chats started and abandoned in those intervals can easily be known using the service level report.

To view Service Level Report, move to Reports>Service Level and the system will lead to the following screen-

Service level 5

Below are the given screen elements along with their descriptions-

                    Screen Elements

                    Description

From

Select the required starting date for displaying the report

To

Select required end date to display the report

Time Zone

Select time zone centers from the list of options that include-

•Central Standard Time

•Eastern Standard Time

•GMT Standard Time

•Greenwich Standard Time

Skill

Select one, multiple, or all skills from the dropdown box.

  • To select all the skills, select the All Skills checkbox from the drop down list, then all the skills in the drop down will also be selected.

  • To select specific skills, select the checkbox of that skill.

  • To select all the skills of one campaign, then select the checkbox of the campaign.

Click Submit  button after making entries in the field. The report will be displayed in the following format-

Scroll down for more information-

Service level 8

Click on the skill name under the Skill category and the following report will be displayed-

Service level 9

This also displays the graphical representation as shown below-

Service level 4

Reports with Multiple Skills-

An admin has the option to view report with multiple skills. To select multiple skills, click “skills” dropdown field as shown in the below screen-

The system will display the report in following format-

 

 

 

 

 

 

 

 

 

 

 

Click  to expand and view the description of each category and the list will be displayed in the following format-

    ×

    Contact Us