Skill Group Statistics¶
Calculates statistics for Skill Groups using the Skill_Group_Interval table.
Depending on the KPI Function, the following parameters may be used:
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.
Calls Abandon¶
Displays the number of calls assigned to the Skill Group, which were subsequently abandoned.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandon Rate¶
Displays the percentage of calls assigned to the Skill Group, which were subsequently abandoned.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandon Time¶
Displays the total time calls assigned to the Skill Group spent waiting in a queue before they were abandoned.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandoned¶
Displays the number of calls assigned to the Skill Group, which were subsequently abandoned.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandoned In Ringing¶
Displays the number of calls abandoned while ringing on an agent.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandoned In Service Level¶
Displays the number of calls assigned to the Skill Group, which were subsequently abandoned within the service level.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandoned On Hold¶
Displays the number of calls abandoned while on Hold.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Answer Wait Time¶
Displays the total answer wait time of calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Answered¶
Displays the number of answered calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Abandon Time¶
Displays the average time calls assigned to the Skill Group spent waiting in a queue before they were abandoned.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Handle Time¶
Displays the average handle time of calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Outbound Talk Time¶
Displays the average time agents spent talking on ACD outbound calls.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Speed Of Answer¶
Displays the average answer wait time of calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Talk Time¶
Displays the average talk time of handled calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Dequeued¶
Displays the number of dequeued calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Handle Rate¶
Displays the percentage of calls assigned to the Skill Group, which were subsequently handled.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Handle Time¶
Displays the total handle time of calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Handled¶
Displays the number of calls assigned to the Skill Group, which were subsequently handled.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Handled In Service Level¶
Displays the number of calls assigned to the Skill Group, which were subsequently handled within the service level.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Longest Wait Time¶
Displays the queue time of the longest waited call in the Skill Group today.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Offered¶
Displays the number of calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Outbound¶
Displays the number of outbound calls made by the agents.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Outbound Talk Time¶
Displays the total time agents spent talking on ACD outbound calls.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Queued¶
Displays the number of calls queued to the Skill Group by the call router during the reporting interval.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Redirected On No Answer¶
Displays the number of calls assigned to the Skill Group, which were subsequently redirected on no answer.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Service Level¶
Displays the percentage of calls assigned to the Skill Group, which were answered within the service level.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Service Level Answered¶
Displays the number of calls answered used in the Service Level calculation.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Service Level Offered¶
Displays the number of calls offered used in the Service Level calculation.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Talk Time¶
Displays the total talk time of handled calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams
Calls Total Offered¶
Displays the number of calls assigned to the Skill Group.
Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams