Skill Summary Expanded Report

Required permissions: Data Download View

The Skill Summary Expanded data download report displays skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that have been active in the specified time period and their contact stats by day.

Sample output from the Skill Summary Expanded data download report.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Columns

Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Skill_Name

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Campaign_No

The unique, system-generated ID of the campaign the skill belongs to.

Campaign_Name

The name of the campaignClosed A grouping of skills used to run reports. the skill belongs to.

Start_Date

The date of the data being summarized for the skill. It has a format of MM/DD/YYYY.

Queued

The total number of inbound contactsClosed The person interacting with an agent, IVR, or bot in your contact center. placed in queue regardless of the time the contacts spend there, including contacts who immediately routed to an available agent. It also counts contacts who were transferred to the skill from another skill as distinct contacts. Transfers resulting from a consult aren't counted.

Contact_Duration

The total time in minutes the contact spent in the CXone system.

Avg_Talk_Time

The average time in minutes per interaction where someone was speaking.

Abandons

The total number of contacts who spent time in the skill's queue but left the system before connecting to an agent.

Abandon_Time

The total amount of time in minutes contacts spent in the skill queue before existing the system.

AbandonRate

The percent of contacts who entered the skill's queue and then exited before connecting with an agent on the specified date.

Agent_Cnt

The total number of agents who used the skill on the specified date.

Agent_Time

The amount of time in minutes agents spent using the skill on the specified date.

In_SLA

The total number of contacts handled within the skill's required SLA on the specified date.

Out_SLA

The total number of contacts handled within the skill's required SLA on the specified date.

Service_Level

The percent of contacts handled within the skill's required SLA on the specified date.