Skills Report

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: Total Skills.rdl

Introduction

Total Skills displays all information relevant to all the Skills. From here you can zoom in on a single Skill or continue to one of the other chapters.

Skill Summary

The “Skill Summary” items quickly displays the number of Conversations per Skill. The item contains the following items:

Item	Description
Modality + Dialogue	Show what kind of dialogue and which modality.
SkillChosen	Shows the information per Skill.
Group (Expand SkillChosen)	Show information per selected group in the group parameter.
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.
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)
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
HR	Accepted conversations (inbound and direct) divided by (HR TOTAL) - Default: Accepted and Missed conversations (inbound and direct)
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 Initial Talk Time	The Average Initial Talk Time displays the average second of time a Conversations was connected to an first Agent. (without transfer) Note: This is between [AccepedTime] and [TransferTime]/[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 Discharge Time	Average Discharge time of the Agent. Time spent wrapping up the conversation. Note: This is between [DischargeStart] and [DischargeComplete]
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]
Average Hold Time	Average time the customer has been put on hold by the Agent. Note: EnableMusicOnHold setting must be true.
Escaped	The number of times a conversation escaped to another Skill.
Transfers	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.
Skill Transfers	The Skill Transferred Conversations item displayed the number of times a Conversations has been Skill transferred. A Skill transfer is when an Agent puts the Contact in a different Skill, for example using the Extension Window. This number doesn’t add up on the Total Conversations because this number is a Conversation Action not a Conversation Type.
QM	The average score the customer gave in the Quality Monitoring. Next to it is the number of Call that had QM.

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.
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 Queuetime 1 (seconds)	Changes the threshold for the SL Queue 1 row. Default: 20 seconds
Service Level Queuetime 2 (seconds)	Changes the threshold for the SL Queue 2 and 3 row. Default: 120 seconds
Service Level Total	Select the types of the dialogues for the Service Level Total Accepted (Default) Missed (Default) QuickDrop Forwarded Voicemail Prompt NoContact NoSkill Overflow
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
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours
ExpandGroup	Open all closed groups in one click. Useful for report exports.
Group	Change the sub group to: SkillChosen InitialAgent InitialTransferee SkillChanged EndpointUri Date Hour Hour:qoah
Summarize by	Toggle the time (queuetime, talk time, etc) values between Average or Maximum.