Skill Summary Historical Report Interval

The Skill Summary report summarizes the activity for an entire skill by time, for a given time period. 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

 

 

 

 

Notes:

 

Current Fields in the Skill Summary Historical Report Interval

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.