Skill Call Profile Historical Report Daily

This report shows how well the skill you specify performed compared to your call center’s predefined service levels for the date you specify, for a given time period, displayed on a daily basis.

 

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

Skill_Group

 

 

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.

 

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

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.