Skills Report

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 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.

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)

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

Inbound and direct accepted divided by (HR 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 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.

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

Service Level Queuetime 1 (seconds)

Changes the threshold for the SL Queue 1 row.

Service Level Queuetime 2 (seconds)

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

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:

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.