541 SkillGroup CC In Daily Answer Reference
Definition
This report shows the Contact Center Inbound references and handling (ACD & MR) on a daily basis for handled contacts per SkillGroup and day. The focus is on the visualization about where (CallType) these tasks have been routed from and about who (agents) received them
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
Main data source: Termination_Call_Detail
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| SkillGroupID | ID of skill group (queue), where the task came from. With Precision Routing the ID of the Precision Queue + 900000. | |
| SkillGroupName | Name of skill group (queue), where the task came from. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. | |
| SkillGroupType | Type of SkillGroup ('Normal', 'Outbound' or 'Special') | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| Handled | Number of Contact Center tasks answered by agents (incremented upon completion of wrap-up) | |
| CallTypeID | ID of call type (corresponds to the ID of the Call Center Service) | |
| CallTypeName | Name of call type (corresponds to the name of the Call Center Service) | |
| AgentID | ID of agent | |
| AgentFirstName | First name of agent | |
| AgentLastName | Surname of agent | |
| AgentName | Full name of agent (combination of surname and first name) | |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) | |
| AgentLoginName | Login name of agent (LoginName) | |
| AgentEnterpriseName | EnterpriseName of agent | |
| TeamID | ID of agent team (optional) | |
| TeamName | Name of agent team (optional) | |
| HandleTime | Total handling time of Contact Center tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgHandleTime | Average handling time of Contact Center tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | HandleTime / Handled |
| TalkTime | Time in seconds which Contact Center tasks are active (call duration without hold time) | |
| AvgTalkTime | Average time in seconds which Contact Center tasks are active (call duration without hold time) | TalkTime / Handled |
| PerTalkTime | Percentage of which Contact Center tasks are active (call duration without hold time) | TalkTime / HandleTime |
| HoldTime | Time in seconds which Contact Center tasks are on hold (e.g. for queries) | |
| AvgHoldTime | Average time in seconds which Contact Center tasks are on hold (e.g. for queries) | HoldTime / Handled |
| PerHoldTime | Percentage of which Contact Center tasks are on hold (e.g. for queries) | HoldTime / HandleTime |
| WrapupTime | Time in seconds which Contact Center tasks are in the wrap-up stage (after active Contact Center tasks until agents are available again) | |
| AvgWrapupTime | Average time in seconds which Contact Center tasks are in the wrap-up stage (after active Contact Center tasks until agents are available again) | WrapupTime / Handled |
| PerWrapupTime | Percentage of which Contact Center tasks are in the wrap-up stage (after active Contact Center tasks until agents are available again) | WrapupTime / HandleTime |
| Hold | Number of Contact Center tasks which were placed on hold at least once | |
| AvgHoldDuration | Average time in seconds for held Contact Center tasks | HoldTime / Hold |
| Transferred | Number of Contact Center tasks which were answered by agents and subsequently forwarded |