Skill Summary Report

Required permissions: Data Download On

The Skill Summary data download report displays skill 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

See Data Download Reports Reference 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 skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
Skill_Name	The name of the skill 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 campaign 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 skill 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 NICE CXone system on the date indicated.
AvgMinutes	The average amount of time in minutes contacts spent in the skill 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 skill 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 skill 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 skill 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 skill 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 skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated that were handled within the required SLA.