Read the half-hour intervals and service level
See, half hour by half hour, how many calls were offered, answered and abandoned on one day, and whether each queue is on track for its service level.
Where to find it
Home › Reports › Intervals
Open this screenSteps
- Open 🏠 Home › Reports and choose the “Intervals” tab.
- Choose the day with the date picker at the top right.
- Read “Service level projection”: each queue shows its current percentage, its state and its target.
- Read “Half-hour intervals”: Offered, Answered, Abandoned, Short, Abandon %, ASA (average speed of answer) and AHT (average handle time) for each half hour.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Date picker | The day shown in both panels. | Today |
| Abandon % colour | Green up to 4%, amber above 4%, red above 8%. | — |
| Short | Calls abandoned very quickly. They are listed but left out of the abandon rate. | — |
Troubleshooting
It says “No calls on this day.”
Nothing was offered on that day. Pick another day with the date picker.
“Service level projection” is not shown.
It appears only for queues that already have calls on the chosen day.
Tips
- A queue marked amber can still reach its target; red means it can no longer be recovered that day.
Good to know
- One day at a time.
- Only queues you can see are projected.
Related how-tos
- Reports See how your calls are going, from half-hour intervals and agent scorecards to reports you build, save and send by email.
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.
- Wallboard Show the desk's live numbers large enough to read across the room: waiting calls, wait time, service level, agents, queues, today's leaderboard and alerts.