Call Type Skill Group Historical Report Weekly

The Call Type Skill Group Historical report summarizes the activity for an entire skill for each call type showing the date, inbound calls, average speed of answer, abandoned calls, average abandoned time, handled calls, average handled time, and average wrap time for a given period, on a weekly basis.

 

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 Weekly

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

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.