Skill Performance Report

Required security profile permissions: Skill Performance View

Report source: Tubes

Report refresh rate: 6 hours

The Skill Performance report displays all of the key metrics concerning the performance of your skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. With this report, you will be able to quickly view your skills and their key performance metrics.

Report Sections

Graphs

Graphs provide visual, side-by-side indicators of skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge performance using both contact volume and key performance metrics that allow a manager to quickly identify high and low performing campaigns.

Our busiest skills

Displays your five busiest skills in terms of call volume. Allows the person reading the report to quickly determine which skills are receiving the most call volume. Enables quick monitoring of call spikes to skills to identify how sudden external changes are impacting call volume.

Top/Bottom skills by service level

Displays the top three and bottom three performing skills in terms of service level. Allows the person reading the report to determine how skills are performing from a service level perspective that can be used to drive staffing modifications.

Top/bottom skills by AHT

Displays the top three and bottom three performing skills in terms of Average Handle Time. Allows the person reading the report to determine which skills are generating the shortest and longest contact durations in order to quickly identify which skills are running smoothly and which need additional optimization.

Metrics

Metrics display a breakdown of skills across a number of key metrics, allowing a manager to drill into skill performance detail for a quick glance assessment.

• Skill Name: The name of the campaign for which the metrics in this row are associated with.
• Incoming: The total number of incoming contacts for the associated campaign.
• Outbound: The total number of outbound contacts for the associated campaign.
• Offered: The total number of inbound contacts offered to an agent for the associated campaign.
• Handled: The total number of inbound contacts handled by an agent for the associated campaign.
• AHT: The average handle time for inbound contacts handled by an agent for the associated campaign.
• Abandons: The total number of abandoned contacts for the associated campaign.
• Avg inQueue Time: The average amount of time that a contact spends in queue for the associated campaign.
• % Abandons: Percent of total inbound contacts that are abandoned before they reach an agent for the associated campaign.
• Avg Abandon Time: Average amount of time a contact spends in queue before they abandon.
• Service Level: The service level percentage for the associated campaign.