Reports
How much work arrived, how much of it got handled, and where the gap between the two is opening up.
Interactions this week
12,104
Calls today
60
Talk time
2:58:00
Average SLA attainment
89.6%
Volume by channel
Interactions arriving on each channel over the last seven days.
Arrivals against handled, today
The distance between the two lines is what turns into waiting callers and, eventually, abandons.
| Hour | Offered | Handled | Abandoned |
|---|---|---|---|
| 09:00 | 62 | 58 | 4 |
| 10:00 | 88 | 79 | 9 |
| 11:00 | 104 | 91 | 13 |
| 12:00 | 96 | 88 | 8 |
| 13:00 | 71 | 68 | 3 |
| 14:00 | 118 | 96 | 22 |
| Total | 539 | 480 | 59 |
Call outcomes
Where calls ended up across the reporting window.
| Outcome | Calls |
|---|---|
| Answered | 612 |
| No answer | 148 |
| Busy | 74 |
| Voicemail | 96 |
| Abandoned | 70 |
SLA attainment
Against the 85 percent target over the last seven days.
First response by channel
Minutes to first reply against the target for that channel. Instagram is the one running over.
| Channel | First response | Target |
|---|---|---|
| Voice | 0.6 min | 1 min |
| Web chat | 1.4 min | 2 min |
| 6.2 min | 10 min | |
| SMS | 11.8 min | 15 min |
| Messenger | 14.1 min | 15 min |
| 32.5 min | 15 min | |
| 46.3 min | 60 min |