Reports to Track SLA Business Hours

Track and monitor the performance of your contact center and determine if the team is achieving SLA goals during your primary operating hours as configured in the SLA Business Hours setting. Keep in mind that reports are about an hour behind in displaying data.

• Channel Wait Time (New)

  • Avg Queued-to-Fulfilled Time within Business Hours – Average duration between contact queued and fulfilled within business hours.

• Contact Export (New)

  • Queued to Fulfilled within Business Hours – Duration between contact queued and fulfilled within business hours.

• Contact Summary (New)

  • Max Queued-To-Fulfilled Time within Business Hours – Maximum duration between contact queued and fulfilled within business hours.

  • Avg. Queued-To-Fulfilled Time within Business Hours – Average duration between contact queued and fulfilled within business hours.

• Daily Trends dashboard

  • Service Level within Business Hours

  • Service Level Trending within Business Hours

  • Channel Wait Time within Business Hours