530 SkillGroup Interval Performance
Definition
This report shows the Contact Center Inbound key data (ACD & MR) on a historical interval basis per SkillGroup/Precision Queue (only contains rows where data exists).
Main data sources: Skill_Group_Interval and Router_Queue_Interval
Screenshots
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.) | |
| DateTime | Date and start time of the interval sum | |
| Date | Date of the interval sum | |
| Time | Start time of the interval sum | |
| DoW | Weekday of the interval 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 |