The Service Level, or the ratio of the missed to the accepted calls, is displayed. Only incoming calls are considered. Service Level equals 100% means that all calls for a project were accepted and there are no missed calls. Service Level 0 % means no call for a project was accepted (availability = 0%) To analyze the development of the call duration (outgoing) over time, click on a segment of the call duration (e.g. <10s). A new graphic opens with the Chronological Sequence of the Call Duration.
The following are displayed: