Skill
Call Profile Historical Report Daily
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 Name and sorted by Date and
Time (Interval).
Value List: Enteprise Skill
Groups
Database Schema Table(s)
from which data is retrieved:
• |
Skill_Group_Interval Bucket_Interval |
• |
Notes:
Current
Fields in the Skill Call Profile 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.
Skill Group Name |
The enterprise skill
group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID) |
Date |
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 |
Abandoned Calls |
The number of skill ACD
calls that abandoned within each service level increment. Derived from: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing ) |
Avg Aban Time |
The average time the
skill ACD calls were waiting in queue or ringing before abandoning. Derived from: Skill_Group_Interval.RouterDelayQAbandTime + SGHH.AbandonRingTime/SGHH.RouterCallsAbandQ+SGHH.AbandonRingCal |
% Aban
Calls |
The percentage of calls
abandoned. This is a calculated
field, derived from: (Skill_Group_Interval.RouterCallsAbandQ
+ Skill_Group_Interval.AbandonCallsRing ) / Skill_Group_Interval.CallsOffered |
Calls Handled |
The number of Unified ICM
Routed tasks this agent has handled. Derived from: Skill_Group_Interval.CallsHandled |
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.CallsAnswered |
% Ans
Calls |
The percentage of calls
queued to the skill that was answered by agents for this skill. This is a calculated
field, derived from: Skill_Group_Interval.CallsHandled
/ Skill_Group_Interval.CallsOffered |
Aban 0–9 |
Number of abandoned calls
in each Bucket Interval. |
Report Summary: This
report has a summary row for Skill Group and a report summary for all data.