Topic Summary and Service Levels

Topic Summary and Service Levels reports provide insight into the overall operation of your service center. These reports count the number of interactions in various ways and provide summary information. They do not display actual interaction detail. To generate listings with interaction details, see the Interaction Detail Listings reports.

Important Note About Dates: The Topic Summary and Service Level Reports count question interactions (customer emails, tickets, and ask a question forms) and are based on the date and time the interaction was received or created. This is not the date that a question was answered or resolved.