SLA Report

The speed of the contact center's response to customer calls is evaluated in this report.

To provide optimal customer experience, call response time standards are set by contact centers, e.g., answering 80% of calls within 15 secs or 95% within 10 secs. The report only shows the time taken by an agent to pick up the call, excluding the time in IVR. This can be customized to fit the contact center's needs.

Team leads and supervisors of inbound contact centers will benefit from this report, which can be viewed in graphical or tabular form by clicking a highlighted button.

Instructions on how to generate it are available by clicking here.