Skill Scorecard

Introduction

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 SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities 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 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

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:

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:

(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

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).

Note This is between [AcceptedTime] and [TransferTime]/[Endtime]

Average Discharge Time

Average Discharge time of the Agent.

Note This is between [DischargeStart] and [DischargeComplete]

Average Handle Time

Average handle time of that Agent. (Not including transfers).

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

Service Level Queue 1 (Seconds)

Changes the threshold for the SL Queue 1 row.

Service Level Queue 2 (Seconds)

Changes the threshold for the SL Queue 2 and 3 row.

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.

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:

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