Skill
Summary Historical Report Daily
The Skill
Summary report summarizes the activity for an entire skill by time, displayed on
a daily basis. You could use this report to analyze the overall performance of
a skill or to compare two or more comparable skills.
Query: This report data is built from a database
query.
Views: This report has a Grid view only.
Grouping: This report is grouped by Skill Group and sorted
by Date and Time (Interval).
Value List: Enterprise Skill Groups
Database Schema Table(s)
from which data is retrieved:
•
|
Enterprise_Skill_Group
|
•
|
Skill_Group_Interval
Agent_Skill_Group_Interval
|
|
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Notes:
Current
Fields in the Skill
Summary Historical Report Daily
Current fields are those fields that appear by default
in a report generated from the stock template. You can change them. See Reviewing
the Available
and Current Report Fields.
Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.
Column (Field)
|
Description
|
Skill Group Name
|
The enterprise skill
group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID)
|
Date and Time
|
The date and time of the
selected row's data in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Interval.DateTime
|
Avg Speed Of Ans
|
The average time the
skill ACD calls were waiting in queue and ringing before being answered by an
agent.
Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnsweredby
agents in the skill group during the interval.
|
Avg Aban Time
|
The average time the
split/skill ACD calls were waiting in queue or ringing before abandoning.
Derived from: Skill_Group_Interval.RouterDelayQAbandTime + SGHH.AbandonRingTime / SGHH.RouterCallsAbandQ
+ SGHH.AbandonRingCall
|
Handled Calls
|
The number of inbound
calls that have been answered and have completed wrap-up by agents in the
skill group during the interval.
Derived from: Agent_Skill_Group_Interval.CallsHandled
|
Avg Handled Time
|
The average time spent by
the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds).
This is a calculated field
derived from:
(Agent_Skill_Group_Interval.HandledCallsTime
/ Agent_Skill_Group_Interval.CallsHandled)
|
Avg Wrap Time
|
The average time spent by
the agent in after call work time, measured in HH:MM:SS (hours, minutes, seconds).
This is a calculated field,
derived from:
AgentSkillGroup.WrapTime / AgentSkillGroup.CallsHandled
|
Abandoned Calls
|
For voice: the total
number of calls that were abandoned while the agent's phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered
to an agent.
Derived from: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing )
|
Max Delay Time
|
The longest a call had to
wait before being answered, abandoned, or otherwise ended.
Derived from: Skill_Group_Interval.RouterMaxCallsWaitTime
|
Calls Dequeue
|
The number of calls that
were dequeued from this skill group to be routed to
another skill group in the reporting interval.
Derived from: Skill_Group_Interval.RouterCallsDequeued
|
% Handled Time
|
The percentage of time on
handled calls.
This is a calculated
field, derived from:
Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.LoggedOnTime
|
% Ans
calls
|
The percentage of answered calls.
This is a calculated
field, derived from:
Skill_Group_Interval.CallsHandled / Skill_Group_Interval.CallsOffered
|
Report
Summary: This
report has a summary row for Avg Speed Of Ans, Avg
Aban Time, Handled Calls, Avg
Handled Time, Avg Wrap Time, Abandoned Calls, Max
Delay Time and Calls Dequeue.