How to interpret the Agents report: Service Level?
This article explains how to read the Service Level report, what metrics it includes, how the quality of service is measured, and what factors influence the key indicators.
This report aims to show the quality of service provided by agents, using the service level as the main metric and supporting the analysis with other relevant KPIs.
❓Frequently asked question or initial context
How is the service level of agents measured?
How is the service level of agents measured?
Why may the metrics differ from other reports?
Why may the metrics differ from other reports?
How do reassignments or early responses affect the results?
How do reassignments or early responses affect the results?
This report helps to evaluate the quality of service, especially with regard to response times, sales, service categories and conversation management.
🤓 Explanation
The Service Level per Agent report is different from the General Report:
TheGeneral Reportfocuses on metrics of conversations initiated and classified.
TheGeneral Reportfocuses on metrics of conversations initiated and classified.
TheService Levelmeasures service from the moment ofassignment to the agent, evaluating response times and effective service.
TheService Levelmeasures service from the moment ofassignment to the agent, evaluating response times and effective service.
The Service Level (SL) is the percentage of conversations that meet the expected response times compared to the total number of conversations assigned to an advisor. These times can be based on the first response time or the average response time, depending on the chosen configuration.
First response time:Time elapsed between the assignment of the conversation and the first response from the agent.
First response time:Time elapsed between the assignment of the conversation and the first response from the agent.
Average time between messages:Average time between the customer's last message and the agent's response (if the customer sends several messages in a row, only the last one is considered).
Average time between messages:Average time between the customer's last message and the agent's response (if the customer sends several messages in a row, only the last one is considered).
Service duration:Total time from assignment to the last message, regardless of who sent it.
Service duration:Total time from assignment to the last message, regardless of who sent it.
⚙️ Troubleshooting: Step by step
To review the performance per agent:
Go toReports > Agents > Service Level
Go toReports > Agents > Service Level
In the main tab, view:Assigned conversationsPercentage of attendedService levelAverage response timeSales
In the main tab, view:
Assigned conversations
Assigned conversations
Percentage of attended
Percentage of attended
Service level
Service level
Average response time
Average response time
Sales
Sales
In additional tabs you can consult:Performance by group or agentService categoriesReassignment times and ratesRelationship between times and sales rateComplete audit of conversations
In additional tabs you can consult:
Performance by group or agent
Performance by group or agent
Service categories
Service categories
Reassignment times and rates
Reassignment times and rates
Relationship between times and sales rate
Relationship between times and sales rate
Complete audit of conversations
Complete audit of conversations
To exclude reassigned conversations:
Use the filter"Reassigned?"and select"No".
Use the filter"Reassigned?"and select"No".
This ensures that only conversations managed from start to finish by the same agent are shown.
This ensures that only conversations managed from start to finish by the same agent are shown.
✅ Possible solutions
📌 Scenario with multiple assignments:
Case 1:The customer responds to the bot outside of business hours.
On 7/02 at 14:22 h, the customer interacts with the bot.
On 7/02 at 14:22 h, the customer interacts with the bot.
At 14:28 h it is assigned to the first agent, but no response is given.
At 14:28 h it is assigned to the first agent, but no response is given.
Then, it is reassigned to agent X, who responds at 08:07 h the next day.
Then, it is reassigned to agent X, who responds at 08:07 h the next day.
🕒 In this case, the reported first response time will be from the last assignment (08:07 h).
📌 Scenario with responses before assignment:
Case 2:An agent responds before the conversation is officially assigned to them:
The agent uses atemplate to respond to the customerwhile the conversation is still assigned to the bot.
The agent uses atemplate to respond to the customerwhile the conversation is still assigned to the bot.
Once the template is sent, the conversation is assigned to the agent.
Once the template is sent, the conversation is assigned to the agent.
The system will record as a valid first response the one that occursafter the assignment, even if the previous interaction existed.
The system will record as a valid first response the one that occursafter the assignment, even if the previous interaction existed.
Case 3:The agent sends a template and then reassigns the conversation to the bot:
Before the bot takes control, the customer responds.
Before the bot takes control, the customer responds.
As a result, the conversation is automatically assigned toanother available agent.
As a result, the conversation is automatically assigned toanother available agent.
In this scenario,the previous response from the first agent will not be considered in the service times, as they were not the assigned agent at that time.
In this scenario,the previous response from the first agent will not be considered in the service times, as they were not the assigned agent at that time.
🔍Recommendation: For an accurate reading, review these cases in theTimes and Reassignmentsor inAudit tab, and apply the filter “Reassigned?” to "No" when you want to measure focusing on a single agent.
🤔What does N-A mean in Service Level?
There are cases where the Service Level cannot be measured. In those cases, it appears as "N-A" (not applicable):
The conversation had more than one agent (there was reassignment).
The conversation had more than one agent (there was reassignment).
The customer did not respond after the assignment and the configured time is "average response time".
The customer did not respond after the assignment and the configured time is "average response time".
These conversations are excluded from the overall service level calculation.
📌 If there are discrepancies in sales:
Verify if the“Business hours”filter is active.
Verify if the“Business hours”filter is active.
Sales that occuroutside of business hourswill not be shown if the filter only considers what happenedwithin the hours.
Sales that occuroutside of business hourswill not be shown if the filter only considers what happenedwithin the hours.
📝 Additional notes
Difference between reports:The General Report focuses on volume and status of conversations.The Service Level Report focuses on the service provided and the response time after assignment.These are two different reports and are not generated from each other.
Difference between reports:
The General Report focuses on volume and status of conversations.
The General Report focuses on volume and status of conversations.
The Service Level Report focuses on the service provided and the response time after assignment.
The Service Level Report focuses on the service provided and the response time after assignment.
These are two different reports and are not generated from each other.
These are two different reports and are not generated from each other.
Report export:View on platform: up to 2,000 records.Download available: up to 1,000,000 records in.csv,.xlsx,.jsonor PDF through the option “Export tab as PDF”.
Report export:
View on platform: up to 2,000 records.
View on platform: up to 2,000 records.
Download available: up to 1,000,000 records in.csv,.xlsx,.jsonor PDF through the option “Export tab as PDF”.
Download available: up to 1,000,000 de registros en.csv,.xlsx,.jsonoPDFmediante la opción “Exportar pestaña como PDF”.
Classifications considered:Only conversationsassigned and classified by agents are included.Automatic classifications from the bot are not considered in the analysis.
Classifications considered:
Only conversationsassigned and classified by agents are included.
Only conversationsassigned and classified by agents are included.
Automatic classifications from the bot are not considered in the analysis.
Automatic classifications from the bot are not considered in the analysis.
To see other sections of the Agents Report, please visit the following articles:
Metrics Agents Report - Agents Status Section