The Topic Service Level Reports counts all interactions that were received by the selected segment during the time frame specified. It displays their total by topic and the service level achieved across various time categories. There are two versions of this report. The by messages version displays the number of messages but within each response time category, while the by percentage version displays the percentage of messages answered within each time category.
Setup Required
There is no setup required. The report uses standard iService interaction information.
Parameter Selection
Select the segment, the topics to measure, and the time frame.
Report Example
By Messages
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By Percentage
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Report Legend
This report returns the percentage of customer requests which were received during the specified time period and answered or resolved for each topic within the specified time frame.
No Resolution - This indicates a customer request which has not yet been answered or resolved.
The date range of this report is based on the date and time the customer request entered the iServiceCRM system.
