The Service Level report is designed to give you information based on the chat policies set at your company, The report can show you the Service Level of chats taken or missed within a set time parameter in the report.
Charts
Service Level
Average Handle Time
Serviced/Abandoned
Filters and settings
The Service Level report provides the following filters. See Report Filters and Settings for details.
- Timeframe
- Filter by:
- Chat results
- SWSL Gauge timing
- MWSL Gauge timing
- Group
- Primary and Secondary timeframes
- Group by timeframe increment
- Download report
- Email report
- Schedule report
Data
| Name | Description |
|---|---|
| Group | Group the metrics are shown for. |
| Average Chat Length | Average time chats lasted |
| Queue Wait Time | Average time chats waited in queue. |
| SWSL | Serviced Within Service Level: will show chat as serviced within the set time or less. |
| Serviced | Chats serviced: total chat taken |
| Missed | Chats missed: total missed chats |
| MWSL | Missed Within Service Level: will show missed chats as missed within the set time or less. |
| AHT | Average Handle Time: average time taken to complete a chat |
| SL | Service Level: chats serviced versus missed chat shown in percent. |