540 SkillGroup Daily Performance
Definition
This report shows the Contact Center Inbound key data (ACD & MR) on a historical basis per SkillGroup/Precision Queue and day (only contains rows where data exists).
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
Main data sources: Skill_Group_Interval and Router_Queue_Interval
Screenshots
Drilldowns
- 530 SkillGroup Interval Performance (field TotalCompleted)
- 530 SkillGroup Interval Performance (field ServiceLevel)
Field description
| Field name | Description | Formula |
|---|---|---|
| SkillGroupID | ID of skill group (Queue). With Precision Routing the ID of the Precision Queue + 900000. | |
| SkillGroupName | Name of skill group (Queue). With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. | |
| MediaID | ID of the medium for which the SkillGroup is used for (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) | |
| MediaName | Name of the medium for which the SkillGroup is used for (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| Offered | Number of assignments of Contact Center tasks to this SkillGroup/PQ (multiple assignment for the same call possible) | |
| Dequeued | Number of Contact Center tasks which were removed from this SkillGroup/PQ because they were answered within another queue or has been forwarded to another target | |
| AbandDequeued | Number of Contact Center calls which were removed from this SkillGroup/PQ because they were ended by callers and queue for a longer continuously period into another SkillGroup/PQ or ended at an agent somewhere else | |
| RONA | Number of Contact Center tasks which were assigned to the agent from this SkillGroup/PQ, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) | |
| Error | Number of Contact Center tasks which the system was unable to assign to the SkillGroup/PQ and logged a fault | |
| TotalCompleted | Total number of completed Contact Center tasks within this SkillGroup/PQ (sum of Answered + Abandoned) | |
| Answered | Number of Contact Center tasks from this SkillGroup/PQ answered by agents | |
| PerAnswered | Percentage of Contact Center tasks from this SkillGroup/PQ answered by agents | Answered / TotalCompleted |
| Abandoned | Number of Call Center calls which were ended by callers (only counted for the SkillGroup/PQ where the call was continuously queued the longest time or ended by an agent) | |
| PerAbandoned | Percentage of Call Center calls which were ended by callers (only counted for the SkillGroup/PQ where the call was continuously queued the longest time or ended by an agent) | Abandoned / TotalCompleted |
| SLThreshold | Service Level threshold in seconds | |
| SLOffered | Total number of Contact Center tasks which are used to calculate the Service Level. Includes all incoming tasks into the queue, including occurrence of a RONA or Requery as well as re-entering after Requery, regardless of the service level threshold | |
| SLAnsBefore | Number of Contact Center tasks which were answered within the Service Level threshold | |
| SLAbanBefore | Number of Call Center calls which were ended by callers within the Service Level threshold | |
| SLDeqBefore | Number of Contact Center tasks which were removed from this SkillGroup/PQ within the Service Level threshold because they were answered within another queue or has been forwarded to another target | |
| SLErrorBefore | Number of Contact Center tasks which the system was unable to assign to the SkillGroup/PQ within the Service Level threshold and logged a fault | |
| ServiceLevel | The percentage of Contact Center tasks which were answered within the Service Level threshold. Abandoned calls, dequeuing and errors before the target time are ignored. | SLAnsBefore / (SLOffered - SLAbanBefore - SLDeqBefore - SLErrorBefore) |
| ServiceLevelNegImp | The percentage of Contact Center tasks which were answered within the Service Level threshold. Dequeuing and errors before the target time are ignored. Abandoned calls before the target time have a negative impact to the Service Level. | SLAnsBefore / (SLOffered - SLDeqBefore - SLErrorBefore) |
| ServiceLevelPosImp | The percentage of Contact Center tasks which were answered or abandoned within the Service Level threshold. Dequeuing and errors before the target time are ignored. | (SLAnsBefore + SLAbanBefore) / (SLOffered - SLDeqBefore - SLErrorBefore) |
| Availability | The percentage of Contact Center tasks which were answered. Abandoned calls, dequeuing and errors before the target time are ignored. | Answered / (Answered + Abandoned - SLAbanBefore) |
| TotWaitTime | Waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers | |
| AvgTotWaitTime | Average waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers | TotWaitTime / (Answered + Abandoned) |
| AnsWaitTime | Waiting time in seconds until Contact Center tasks were answered | |
| AvgAnsWaitTime | Average waiting time in seconds until Contact Center tasks were answered | AnsWaitTime / Answered |
| AbanWaitTime | Waiting time in seconds until Call Center calls were ended by callers | |
| AvgAbanWaitTime | Average waiting time in seconds until Call Center calls were ended by callers | AbanWaitTime / Abandoned |
| MaxWaitTime | Longest waiting time in seconds for this interval until a Contact Center task was answered or Call Center call was ended by the caller | |
| MaxQueued | Maximum number of Contact Center tasks which were concurrently in the queue in this interval | |
| ReadyTime | Time in seconds which agents are logged on into this SkillGroup and not being into the NotReady state (LoginTime - NotReadyTime) | |
| AvailTime | Time in seconds which the agents for this SkillGroup are without activity in the "Available" status and are waiting for calls | |
| Consultations | Number of queries which the agent had to make during Call Center calls (caller placed on hold) | |
| Transferred | Number of Contact Center tasks which were answered by agents and subsequently forwarded | |
| SFinishRate | Percentage of the answered Contact Center tasks which were not forwarded (self handled) | (Answered - Transferred) / Answered |
| 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 |