Service Time Analysis

Overview Page

This report provides an overview of Service Time (ST), analyzing how long it takes agents to deliver customer services.

• The bar chart at the top shows the average service over time, allowing you to compare the average service time across different years, months, and days.

• The Service Time Distribution chart below illustrates how service times are distributed across different time intervals, highlighting the percentage of interactions that fall within each range.

• The total number of interactions, service activities, and cases served during the selected period is shown to the right.

• The report also displays the average service time and allows filtering by date, unit, service category, and agent.

Additionally, you can limit the service durations included in the analysis to exclude outliers.

This report helps assess service delivery efficiency and identify areas where service time might be improved.

By Unit Page

This report provides a detailed analysis of Service Time (ST) by unit, helping to compare and understand service efficiency across different organizational units.

• The table at the top left lists various units, their average service time, the number of interactions, service activities, and cases served. This allows for a direct comparison of service performance between units.

• The bar chart on the top right visualizes the average service time by unit, highlighting which units have longer or shorter average service times.

• The stacked bar chart at the bottom shows the average service time for each unit over time, allowing you to track changes and trends in service efficiency across different years, months, and days. Tip: Use the chart's drill-down and drill-up buttons to change the summary level to years, months, or days.

• To the right, you can see the overall average service time and the total number of interactions, service activities, and cases served.

Filters can refine the data by date, unit, service category, and agent. Additionally, you can limit service durations to exclude outliers from the analysis.

This report is useful for identifying units needing attention due to longer service times and for recognizing those performing efficiently.

By Category and Type Page

This report provides a detailed analysis of Service Time (ST) by service category and type, offering insights into how long it takes to deliver services across different categories.

• The Service Type Breakdown table at the top left displays various service categories, their average service time, the number of interactions, service activities, and cases served. This allows for a comparison of service performance across different categories.

• The bar chart on the top right visualizes the average service time by service category, highlighting which categories have longer or shorter service times.

• The stacked bar chart at the bottom shows the average service time by category over time, allowing you to track changes and trends in service efficiency across different years, months, and days. Tip: Use the chart's drill-down and drill-up buttons to change the summary level to years, months, or days.

• On the right, you can see the overall average service time and the total number of interactions, service activities, and cases served.

Filters can refine the data by date, unit, service category, service type, and agent. Additionally, you can limit service durations to exclude outliers from the analysis.

This report helps identify which service categories may require attention due to longer service times and which perform efficiently, aiding in resource allocation and process improvement.

By Agent Page

This report provides a detailed analysis of Service Time (ST) by agent, offering insights into individual agents' efficiency and workload.

• The Agent Breakdown table at the top left lists agents along with their number of service activities and average service time. This allows for comparing agents' performance.

• The scatter plot on the top right visualizes the relationship between average service time and each agent's number of service activities. This helps identify patterns, such as agents with high activity volumes and varying service times.

• The stacked bar chart at the bottom shows the average service time by an agent over time, allowing you to track changes and trends in service efficiency by agent across different years, months, and days. Tip: Use the chart's drill-down and drill-up buttons to change the summary level to years, months, or days.

• To the right, you can see the overall average service time and the total number of service activities. Filters can refine the data by date, unit, service category, and agent. Additionally, you can limit service durations to exclude outliers from the analysis.

This report helps identify agents who may require support or training based on their service time performance and workload and highlights agents who are performing efficiently.