Required security profile permissions: Campaign Summary by Skill View
Report source: DW
Report refresh rate: 10 seconds
Campaign Summary by Skill report shows queue-level metrics summarized by skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
The value of this report is that a supervisor will be able to see the performance of each individual campaign.
|Skill Name (ID)||Name of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge (skill ID in parenthesis)|
Total number of contacts that entered the platform. This column was previously called "Offered" or "ACD Contacts."
Number of distinct contacts where Inbound = TRUE and reskillIndicator =0
The number of outbound contacts made by an agent or through a script. This metric does not include transferred contacts, but it can include both handled and non-handled contacts.
Distinct contacts where Direction = OUTBOUND and skills.outbound_skill = TRUE
Inbound contacts only. Includes the number of contacts offered (delivered) to an agent, whether they were answered or refused. Answered contacts are considered "handled." If the agent does not answer, and the time exceeds the station timeout, then it is considered a "refused" contact. If the caller hangs up or otherwise disconnects, then it is considered an "abandon." Contacts who abandon after an agent refusal are still counted as both a contact offered and contact abandon. Contacts transferred to another agent will NOT count as an offered contact.
Distinct contacts where (a contact_state = ROUTING record exists) and (not transferred directly to an agent (i.e. reskillindicator <= 1) and direction = INBOUND
The number of inbound/outbound contacts that were, at one point or another, in contact with the agent. Handled contacts are also known as "Contacts Answered."
Distinct count of contacts where contact_state = ACTIVE and contact_state_duration > 0
|Avg Handle Time||
Average length of time an agent spent handling a contact.
Summary Calculation: Handle Time / Contacts Handled
The number of contacts who spent time waiting to speak to an agent and then hung-up or otherwise exited the system before being offered to an agent. Abandons are not resolved in the IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both..
Distinct contacts where contact_state = ABANDONED while INQUEUE and (direction = INBOUND and skills.outbound_skill = FALSE)
|Avg InQueue Time||
Average length of time contacts spent in Inqueue Time.
Summary Calculation: Inqueue Time / Contacts Queued
Percentage of Contacts Queued who abandoned prior to being offered to an agent.
Summary Calculation: (Abandons / Contacts Queued) * 100
|Avg Abandon Time||
Average amount of time a caller waits in queue before abandoning.
Summary Calculation: Abandon Time / Contacts Abandoned
Percentage of contacts offered to an agent within the defined "Service Level Threshold" while taking Abandonment Impact into account. Service Level Threshold and Abandonment Impacts are specified when you configure the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in
The Service Level metric depends on the Skill Configuration of Service Level (may or may not include abandons).