Skill Summary Data Download Report

Required security profile permissions: Data Download View

The Skill Summary data download report (32) displays skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that have been active in the specified time period and their contact stats by day, including the number of contacts who entered the skill, the number of abandons, and SLA information.

Select Report Option

See Data Download for details about all options available in the Select Report Option section when you run a data download report.

Columns

Skill_No: The unique, system-generated ID of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
Skill_Name: The name of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
Campaign_No: The unique, system-generated ID of the campaign to which belongs.
Campaign_Name: The name of the campaignA grouping of skills used to run reports. to which belongs.
Start_Date: The date within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY HH:MM.
Total_Cnt: The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated.
Total_Time: The total amount of time in seconds the spent on the date indicated.
AvgMinutes: The average amount of time in minutes contacts spent in the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated. The system calculates this field by dividing the total time contacts who used the skill spent in the system on the date indicated by the total number of contacts on the skill that day.
Abandon_Cnt: The total number of contacts who abandoned the connection to the before being handled by an agent.
Abandon_Time: The amount of time in seconds contacts spent in the system before abandoning the call.
AbandonRate: The percent of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the indicated date that abandoned the call.
Agent_Time: The amount of time in seconds the contact spent conversing with an agent.; The total amount of time the contacts who entered the on the indicated date spent conversing with an agent.
In_SLA: The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated that were handled within the required SLA.
Out_SLA: The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated that were handled outside the required SLA.
Service_Level: The percent of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated that were handled within the required SLA.