542 SkillGroup CC In Daily Wrapup Detail
Definition
This report shows Contact Center Inbound classifications and treatment (ACD & MR) on a daily basis for answered contacts per SkillGroup.
This report is only useful if the agents select a wrapup reason code during the wrapup time.
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.'. | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| WrapupData | Classification which was set by the agent in the wrap-up stage or the concatenation of max. 5 ECE classifications of the handled activity | |
| Handled | Number of Contact Center tasks answered by agents (incremented upon completion of wrap-up) | |
| 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 |