Dialer Queue SLA Check

Live. Dialer queue service level and abandon-rate check: service level, abandon rate and speed of answer per interval, per queue and overall, worst intervals and runs over the abandon ceiling, plus count errors, calls offered with no agents and pace raised while over the ceiling.

For collection teams that watch queue service level and abandon rate: send per-interval queue rows (interval start, internal queue id, calls offered, answered, answered within target, abandoned, short abandons, average and max wait, agents ready and on call, pace ratio; optional target seconds, service level goal, abandon ceiling and interval size) and get service level, abandon rate and average speed of answer per interval, per queue and overall, the worst intervals and back-to-back runs over the ceiling, and per row ok / review / fix / exclude with the reasons: the same interval twice, rows from another day, buckets off the interval grid, more answered and abandoned than offered, more answered within target than answered, more short abandons than abandons, a max wait below the average wait, abandon rate over the ceiling, service level under target, calls offered with no agents logged in, and the pace raised while the interval was already over the ceiling. Rows whose counts do not add up are left out of the totals. Takes internal queue ids only, never names, phone numbers or emails. Nothing stored.

Price: $0.001 per record after 1,000 free per month.

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