How to Read the Inbound Service Level Report in VICIdial

The Inbound/Closer Service Level Report shows the same basic call counts you see elsewhere, but in a layout built around one question: how fast did callers actually get answered? It is one of the clearest ways to measure your queue against a target, so it is worth learning to read column by column.

What the report measures

You run this report against one selected in-group and a date range, and it shows a per-day breakdown of the basic statistics: calls offered, calls answered, and calls abandoned. The headline number is the Service level figure, which expresses your speed of answer as a percentage. In a contact center, Service level is the share of calls answered within a chosen number of seconds, and that target threshold is the whole point of this view. The same idea is often written as your Service level agreement (SLA), so if someone on your team talks about hitting the Service level agreement (SLA), this is the report that proves it.

The X-second threshold

Every service level is tied to a threshold in seconds, written as a pair like 80/20 (answer 80 percent of calls within 20 seconds). The report counts how many callers waited under that limit before an agent picked up and divides by the calls offered. A call that rang past the limit still counts as answered, just not answered within target, which is why your answer rate can be high while your service level sags. The Average speed of answer (ASA) sits alongside it as the average wait across every answered call, and reading both together tells you whether a few long waits are dragging the percentage down.

Hold-time sections in 15-minute slices

Below the daily summary, two sections break hold times into 15-minute increments across the day. This is where you spot the pattern behind a missed target: a queue that holds well at 9 a.m. but stacks callers at lunch shows up plainly here. Abandons matter too, and the report ties into your Abandonment rate because a caller who hangs up before an agent answers becomes an Abandoned call rather than a slow answer. Reading the slices next to the abandon counts shows whether you lost people to long waits or to short bursts of overflow in the Call queue.

How a call becomes a service-level number

flowchart TD
  A[Call enters in-group] --> B{Answered before threshold}
  B -->|Yes| C[Counted in service level]
  B -->|No, answered later| D[Answered but outside target]
  B -->|Caller hangs up| E[Abandoned call]
  C --> F[Percent within SLA]
  D --> F
  E --> G[Abandon counts]

Read this report next to the broader VICIdial reports guide so you know where service level fits among the other inbound views, and pair it with the VERM inclusive SLA per day report when you want the same target tracked over a longer stretch.

Once you can read your service level cleanly, you can right-size agents and queue settings with confidence. If you want a managed VICIdial box that is ready to report on day one, see VICIfast pricing.