Call
Type Skill Group Historical Report Monthly
Query: This report data is built from a database
query.
Views: This report has a Grid view only.
Grouping: This report is grouped and sorted by Call Type
Name and Skill Group Name.
Value List: Call Types
Database Schema Table(s)
from which data is retrieved:
• |
Skill_Group |
• |
Call_Type Call_Type_SG_Interval |
|
|
Notes:
Current
Fields in the Call
Type Skill Group Historical Report Monthly
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.
Call Type Name |
The enterprise name for
the call type. Derived from: Call_Type.EnterpriseName |
Skill Group Name |
The enterprise name for
the Skill Group. Derived form: Skill_Group.EnterpriseName |
Date 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: Call_Type.DateTime |
Inbound Calls |
Tasks that have been
offered to this call type during the interval. Derived from: sum(isnull(CTHH.CallsOffered,0)) |
Avg Speed of Ans |
The average answer wait
time from when first queue to skill group or LAA select node was executed for
this call to when this call was answered. This is a calculated
field derived from: CASE WHEN sum(isnull(CTHH.CallsAnswered,0))
= 0 THEN 0 ELSE sum(isnull(CTHH.AnswerWaitTime,0))
* 1.0 / sum(isnull(CTHH.CallsAnswered,0)) END |
Aban Calls |
The total number of calls
abandoned while in VRU (that is, while undergoing prompting or listening to
voice menus options), calls abandoned while queued to skill group, and calls
abandoned at agent desktop. This value also includes abandons for calls that are
not in the queue. Therefore, the number of calls abandoned at a VRU before
being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ.
Does not include short calls. Derived form: sum(isnull(CTHH.TotalCallsAband, 0) |
Avg Aban Time |
The average time of
abandoned calls for this call type measured in HH:MM:SS (hours,minutes,seconds) format. This is a calculated
field, derived from: CASE WHEN sum( isnull (CTHH.TotalCallsAband,
0)) = 0 THEN 0 ELSE isnull ((sum( isnull (CTHH.DelayQAbandTime,
0)) / sum (isnull (CTHH.TotalCallsAband,
0))),0) END |
Handled Calls |
The number of calls
handled by an agent. Derived from: sum(isnull(CTSG.CallsHandled,0)) |
Avg Handled Time |
The average time in
HH:MM:SS (hours, minutes, seconds) it has taken to handle a task. sum(isnull(CTSG.HandleTime,0))
/ sum(isnull(CTSG.CallsHandled,0)) |
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: CASE WHEN (sum(isnull(CTHH.HandleTime,0))
- sum(isnull(CTHH.TalkTime,0)) - sum(isnull(CTHH.HoldTime,0))) = 0 THEN 0 ELSE (sum(isnull(CTHH.HandleTime,0)) - sum(isnull(CTHH.TalkTime,0))
- sum(isnull(CTHH.HoldTime,0))) / sum(isnull(CTHH.CallsHandled,0)) END |
Report
Summary: This
report has a summary row for Inbound Calls, Avg Speed
of Ans, Aban Calls, Avg Aban Time, Handled Calls, Avg Handled Time, and Avg Wrap
Time.