ARGENTINA
Buenos Aires +54 (11) 5217 5933
BRAZIL
Sao Paulo +55 (11) 521 75 933
CHILE
Santiago de Chile +56 (2) 240 533 89
URL:
Description:
This report indicates in detail the calls and level of service per hour, per skill and per day, taking into account the number of calls received, the percentage of abandonment and the time the customer waits on the line to be attended.
Benefit:
Identifying the service level is important for operations because this indicator can be not only an objective, but also a real performance measurement. This report makes it possible to track very detailed hourly tracking for all skills/services per day.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
skill_id | Numerical identification of the skill | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
date | Indicates the date with format year-month-day-time | String |
skill_id | Refers to the numerical identification of the skill | String |
skill_name | Skill name | String |
hour | Indicates the time | String |
inbound_calls | Total number of calls entering the operation | String |
answer_calls | Total number of inbound calls handled by the agent | String |
abandon_calls | The total number of inbound calls hung up by the client before the consultant’s attention. | String |
service_level_10seg | Indicates the % of calls that were answered within 10 seconds. | String |
service_level_20seg | Indicates the % of calls that were answered within 20 seconds. | String |
service_level_30seg | Indicates the % of calls that were answered within 30 seconds. | String |
wait_time | Indicates the waiting time | String |
abandon | Indicates the percentage of inbound calls hung up by the client prior to the consultant’s attention. | String |
aht | Average customer service time by the advisor (Average Handle Time) | String |
asa | Indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer). | String |
ata | Indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment). | String |
{
"code": 200,
"error": null,
"msg": "1 records were found",
"data": [
{
"date": "",
"skill_id": "",
"skill_name": "",
"hour": "",
"inbound_calls": "",
"answer_calls": "",
"abandon_calls": "",
"service_level_10seg": "",
"service_level_20seg": "",
"service_level_30seg": "",
"wait_time": "",
"abandon": "",
"aht": "",
"asa": "",
"ata": ""
}
]
}
Sao Paulo +55 (11) 521 75 933
Santiago de Chile +56 (2) 240 533 89
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Ciudad de México +52 (55) 8526 36 34
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COLOMBIA
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Bogotá +57 (1) 381 90 40
Cali +57 (2) 891 28 46
Barranquilla +57 (5) 316 10 34
ARGENTINA
Buenos Aires +54 (11) 5217 5933
SPAIN
Madrid +34 (910) 601 691
MEXICO
Ciudad de México +52 (55) 8526 36 34
BRASIL
Brasilia +55 (61) 9836 4127
São Paulo +55 (12) 9811 155 83
UNITED STATES
New York +1 (914) 373 71 36
DOMINICAN REPUBLIC
Santo Domingo +1 (829) 249 69 68
CHILE
Santiago de Chile +56 (2) 240 533 89
GUATEMALA
Ciudad de Guatemala +502 (2) 314 1344
PERU
Lima +51 (1) 644 91 39
Copyright © 2023 MICROSYSLABS S.A.S.
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