Skill Group Statistics¶
Calculates statistics for Skill Groups using the Skill_Group_Interval table.
Columns¶
Calls Abandon – The number of calls assigned to the Skill Group, which were subsequently abandoned.
Calls Abandon Rate – The percentage of calls assigned to the Skill Group, which were subsequently abandoned.
Calls Abandon Time – The total time calls assigned to the Skill Group spent waiting in a queue before they were abandoned.
Calls Abandoned – The number of calls assigned to the Skill Group, which were subsequently abandoned.
Calls Abandoned In Ringing – The number of calls abandoned while ringing on an agent.
Calls Abandoned In Service Level – The number of calls assigned to the Skill Group, which were subsequently abandoned within the service level.
Calls Abandoned On Hold – The number of calls abandoned while on Hold.
Calls Answer Wait Time – The total answer wait time of calls assigned to the Skill Group.
Calls Answered – The number of answered calls assigned to the Skill Group.
Calls Average Abandon Time – The average time calls assigned to the Skill Group spent waiting in a queue before they were abandoned.
Calls Average Handle Time – The average handle time of calls assigned to the Skill Group.
Calls Average Outbound Talk Time – The average time agents spent talking on ACD outbound calls.
Calls Average Speed Of Answer – The average answer wait time of calls assigned to the Skill Group.
Calls Average Talk Time – The average talk time of handled calls assigned to the Skill Group.
Calls Dequeued – The number of dequeued calls assigned to the Skill Group.
Calls Handle Rate – The percentage of calls assigned to the Skill Group, which were subsequently handled.
Calls Handle Time – The total handle time of calls assigned to the Skill Group.
Calls Handled – The number of calls assigned to the Skill Group, which were subsequently handled.
Calls Handled In Service Level – The number of calls assigned to the Skill Group, which were subsequently handled within the service level.
Calls Longest Wait Time – The queue time of the longest waited call in the Skill Group today.
Calls Offered – The number of calls assigned to the Skill Group.
Calls Outbound – The number of outbound calls made by the agents.
Calls Outbound Talk Time – The total time agents spent talking on ACD outbound calls.
Calls Queued – The number of calls queued to the Skill Group by the call router during the reporting interval.
Calls Redirected On No Answer – The number of calls assigned to the Skill Group, which were subsequently redirected on no answer.
Calls Service Level – The percentage of calls assigned to the Skill Group, which were answered within the service level.
Calls Service Level Answered – The number of calls answered used in the Service Level calculation.
Calls Service Level Offered – The number of calls offered used in the Service Level calculation.
Calls Talk Time – The total talk time of handled calls assigned to the Skill Group.
Calls Total Offered – The number of calls assigned to the Skill Group.
Skill Group Id – The ID of the Skill Group.
Skill Group Name – The name of the Skill Group.
Calculation Parameters¶
The Grid function has these optional parameters:
Channel Type – Allows you to select from a list of Channel Types.
Media Routing Domains – Allows you to select from a list of Media Routing Domain names.
Peripherals – Allows you to select from a list of Peripheral names.
Skill Groups – Allows you to select from a list of Skill Group names.
Sliding Interval In Periods – Number of periods. This parameter specifies how many intervals will be used for the calculation. The period length is 15 minutes by default. This can be changed in the Ucce configuration. E.g. If the parameter value is 2 and the current time is 8:20, the result will be returned for the interval of 7:45 - 8:15. After 8:30, the result will be returned for the interval of 8:00 - 8:30.
Teams – Allows you to select from a list of Team names.