What the VERM Inclusive SLA report shows

The VERM Inclusive SLA sub-report shows how fast calls were answered, banded by how long the caller waited. The per-day view walks through your date range and, for each day, counts the calls answered within set intervals of wait seconds. It covers both inbound and outbound, which is why it is labelled inclusive. If you track a Service level target, this is the report that tells you whether you hit it day by day.

How the wait-second bands work

By default the bands start fine and widen as wait time grows. The initial interval is 5 seconds and runs up to a period of 20 seconds, so you get bands at 5, 10, 15, and 20 seconds. Past 20 seconds the interval steps up to 10 seconds and continues to 120 seconds, giving wider bands at 30, 40, and so on. The fine bands near the start matter because that is where most answered calls land, and the wider bands at the tail keep the report short while still capturing the slow outliers. Four values control all of this: the initial interval, the initial period, the interval, and the max period. All four can be changed by running a custom report, so if your target is answer-within-30-seconds you can tune the bands to land exactly there, and if you only care about a single threshold you can collapse the rest.

Reading a row

For each day the report first prints the number of calls answered and the number unanswered, with a total of both. Then it shows the percentage of calls answered within each band for that date. So a row might read: answered 412, unanswered 38, total 450, then a column per band showing the share answered by 5s, by 10s, by 15s, and onward. Watch how the percentages climb across the bands and where they plateau. If most of your volume only crosses the line at the 40-second band, your callers are waiting longer than your Service level agreement (SLA) allows.

Pair this with related figures to round out the picture. The Average speed of answer (ASA) gives you one mean number, but the band breakdown shows the spread behind that mean. The Answer rate from the answered-versus-unanswered totals tells you how many callers were reached at all. For the wider map of what each report covers, see the VICIdial reports overview, and to put a live wall-display next to it read what the whiteboard report shows.

How a call lands in a band

flowchart TD
  A[Call answered on a day] --> B[Read wait seconds]
  B --> C{Wait within band threshold}
  C -->|Yes| D[Count in that band]
  C -->|No| E[Move to next wider band]
  E --> C
  D --> F[Percent answered per band for the day]
  A --> G[Add to answered total]
  H[Call not answered] --> I[Add to unanswered total]

Inclusive SLA turns a vague service goal into a number you can defend per day. VICIfast ships managed VICIdial with VERM ready to run, so you can pull this report from your first set of calls and tune the bands to match your own target. See plans on /pricing and bring your own carrier.