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.

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

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.