Skill Scorecard

Note: Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, Anywhere365® has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the Anywhere365 template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

File name: Specific Skill.rdl

This report displays all useful information of one Skill. In a view you can see all Agents and Callers who have been connected to a Skill.

Top Callers

The “Top Callers” item displays the relevant information between the Skill and the Callers. Below the item there is a chart that visually displays some of the information.

The item contains the following items:

Item	Description
Contact	The Contact item displays the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address/phone number of the Contact. It is possible to zoom in on a Contact by clicking on the name.
Total	The Total Conversations item displays the total number of Conversations. In other words, every conversation connected to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. It is possible to zoom in on the Conversations details by clicking on the number.
HR	Accepted conversations (inbound and direct) divided by (HR TOTAL) - Default: Accepted and Missed conversations (inbound and direct)
Accepted	The Accepted Conversations item displays the number of accepted Conversations. Accepted can be: (Inbound) Agents picks up a conversation. (Outbound) Agent calls Customer and Customer picks up. (Direct) Customer calls Agents, and Agent picks up. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Forwarded	The Forwarded Conversations item displays the number of forwarded Conversations on the selected UCC. Forwarded can be: (Inbound) Customer selected a Forward Skill. (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Missed	The Missed Conversations item displays the number of missed Conversations. (Inbound) Customer disconnect without talking to an Agent and after [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up after [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
NoContact	The No Contact Conversations item displays the number of NoContact Conversations NoContact can be: (Outbound) Agent calls Customer and Customer does not pick up. (Hidden when no data is available)
NoSkill	The No Skill Conversations item displays the number of NoSkill Conversations NoSkill can be: (Inbound) Customer does not get a Skill Disconnect during Welcome Message Disconnect without making choice in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Disconnect during Message Closed (Hidden when no data is available)
Overflow	The Overflow Conversations item displays the number of Overflow Conversations. A Overflow Conversation is a Conversation where the UCC has reached the overflow threshold and the Caller was forwarded to the Message Overflow. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
QuickDrop	The QuickDrop Conversations item displays the number of quickdrop Conversations. (Inbound) Customer disconnect without talking to an Agent and before [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up before [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Voicemail	The Voicemail Conversations item displays the number of Voicemail Conversations of the Caller. Voicemail can be: (Inbound) Customer calls UCC and selects the Anywhere365 Voicemail. Note: Exchange UM can only be used with a Forward Skill, so this will be a Forward (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer's Voicemail picks up. (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent's Voicemail picks up. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
SL Queue 1	Show the number of accepted inbound and direct conversations with queuetime within (SL_QUEUE1) seconds. (Default 20 sec)
SL Queue 2	Show the number of accepted inbound and direct conversations with queuetime between (SL_QUEUE1) and (SL_QUEUE2) seconds. (Default 120 sec)
SL Queue 3	Show the number of accepted inbound and direct conversations with queuetime longer than (SL_QUEUE2) seconds.
SLA	SL Queue 1 divided by (SL QUEUE TOTAL) - Default: Accepted and Missed inbound and direct conversations
Average Queue Time	The Average Queue Time displays the average seconds of the time a Conversations was in the queue. Note: This is between [InQueueTime] and [AcceptedTime]/[Endtime]
Average Talk Time	The Average Talk Time displays the average seconds of time a Conversations was connected to the Agents. (including transfers) Note: This is between [AcceptedTime] and [Endtime]
Average Hold Time	Average time the customer has been put on hold by the Agent. Note: EnableMusicOnHold setting must be true.
Average Handle Time	The Average Handle Time displays the average second of time a Conversations was connected to an first Agent and the Discharge Duration of the Agent. (without transfer) Note: This is Initial Talk Time + Discharge duration. Note: This is between [AcceptedTime] and [Discharge Completed]
Transferred	The Transferred Conversations item displayed the number of times a Conversations has been transferred. This number doesn’t add up on the Total Conversations because this number is a Conversation Action not a Conversation Type.
Escaped	The number of times a conversation escaped to another Skill.
QM	The average score the customer gave in the Quality Monitoring. Next to it is the number of Call that had QM.

Top Agents

The “Top Agent” item displays the relevant information between the Skill and the Agents. Below the item there is a chart that visually displays some of the information.

The item contains the following items:

Item	Description
Agents	The Agent item displays the SIP address of the Agents. It is possible to zoom in on an Agent by clicking on the name.
Conversations	The Conversations item displays all the accepted Conversations per Agent. To display the Conversation in detail, you can click on the number. By expanding the row, the different dialogue types are displayed.
Accepted	Accepted can be: (Inbound) Agents picks up a conversation. (Outbound) Agent calls Customer and Customer picks up. (Direct) Customer calls Agents, and Agent picks up.
Forwarded	Forwarded can be: (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring).
Missed	Missed can be: (Inbound) Agents does not pick up a conversation after [QuickDrop Parameter] settings. Note: Conversation can be picked by another Agent. (Direct) Customer calls Agents, and Agent does not pick up after [QuickDrop Parameter] settings.
NoContact	NoContact can be: (Outbound) Agent calls Customer and Customer does not pick up.
QuickDrop	QuickDrop can be: (Inbound) Agents does not pick up a conversation within [QuickDrop Parameter] settings. Note: Conversation can be picked by another Agent. (Direct) Customer calls Agents, and Agent does not pick up within [QuickDrop Parameter] settings.
Avg Hunt Time	Average time of a hunt. Time the UCC was contacting the Agent. Note: Only dialogue where the agent was called. Note: This is between [Hunting] and [HuntSuccessful]/[HuntFailed]. Multiple hunts per dialogue will be summarized.
Average Initial Talk Time	Average talk time of that Agent. (Not including transfers). Time the agent was talking to a customer. Note: This is between [AcceptedTime] and [TransferTime]/[Endtime]
Average Discharge Time	Average Discharge time of the Agent. Time spent wrapping up the conversation. Note: This is between [DischargeStart] and [DischargeComplete]
Average Handle Time	Average handle time of that Agent. (Not including transfers). Time spent talking to the customer and wrapping up the conversation. Note: This is Initial Talk Time + Discharge duration. Note: This is between [AcceptedTime] and [Discharge Completed]
Transfers	The Transfer item displays the number of successful transfers the Agent has started. The percentage is Transfers dived by Accepted Conversations.
Hunted / Accepted	The Hunted / Accepted item displays the number of times the Agent is hunted and the number of times the Agent has accepted. Also the acceptance rate is displayed, this is calculated by Accepted divided by Hunts. Note: Outbound calls won't be counted in the Hunted / Accepted.
QM	The average score the customer gave the Agent in the Quality Monitoring. Next to it is the number of QM the Agent has had.

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter	Description
Language	Select the language for the reports. More languages can be installed in the Language.rdl report.
UCC	Filter on UCC. Select UCC through a check box.
Skill	Display the records of the selected Skill.
Starttime	Display all records on and after this date.
Endtime	Display all record before this date.
Service Level Quickdrop (Seconds)	Changes the threshold for the Quick Drops. Default: 5 seconds
Service Level Queue 1 (Seconds)	Changes the threshold for the SL Queue 1 row. Default: 20 seconds
Service Level Queue 2 (Seconds)	Changes the threshold for the SL Queue 2 and 3 row. Default: 120 seconds
Service Level Queue Total	Select the types of the dialogues for the Service Level Total Accepted (Default) Missed (Default) QuickDrop Forwarded Voicemail Prompt NoContact NoSkill Overflow
Top	Show the top # of the tables. Default: 100
Dialogue	Filter on the Dialogue Type Inbound Outbound Direct
Type	Filter on the Conversation Type: Accepted Forwarded Missed NoContact NoSkill Overflow QuickDrop Prompt Voicemail
Modality	Filter on the Modality Type: Call Chat CallMe Email OutboundDialer Voicemail AutonomousDialer
SL Total	Select the types of the dialogues for the Service Level Total Accepted (Default) Missed (Default) QuickDrop Forwarded Voicemail Prompt NoContact NoSkill Overflow
HR Total	Select the types of the dialogues for the Handle Rate Total Accepted (Default) Missed (Default) QuickDrop Forwarded Voicemail Prompt NoContact NoSkill Overflow
Business hours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours