Skill Summary Report

Required permissions: Data Download

The Skill Summary data download report displays skillClosed 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, including the number of contacts who entered the skill, the number of abandons, and SLA information.

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 within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY.
Total_Cnt

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. on the date indicated.
Total_Time

The total amount of time in seconds the agent spent logged in to the CXone Mpower system on the date indicated.
AvgMinutes

The average amount of time in minutes contacts spent in the skillClosed Used to automate delivery of interactions based on agent skills, abilities, 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 skill before being handled by an agent.
Abandon_Time

The amount of time in seconds the contact spent in the system before abandoning the call.

AbandonRate

The percent of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. on the indicated date that abandoned the call.
Agent_Cnt

The total number of contacts who entered the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. on start_date that were delivered to an agent.
Agent_Time

The amount of time in seconds the contact spent conversing with an agent.
In_SLA

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. on the date indicated that were handled within the required SLA.
Out_SLA

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. on the date indicated that were handled outside the required SLA.
Service_Level

The percent of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. on the date indicated that were handled within the required SLA.