The Service Level report shows the service level for all inbound programs and campaigns (Teams). It displays true inbound calls and callbacks. You are able to see IVR and Queue information as well.
Security: Only users with the supervisor role can access this section.
Click the Agent Management tab on the left side of ACD and then Service Level.
Use the date range for specific time-frames. The search box will allow you to filter for specific information on the report. You can also drill down into programs or campaigns by clicking blue words titled with your desired field.
Please sign in to leave a comment.