Campaign Summary by Skill Report

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The Campaign Summary by Skill report shows queue-level metrics summarized by ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

This report enables a supervisor to see the performance of each individual campaign.

Data in this Report

The Campaign Summary by Skill report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column Description
Skill Name (ID) Name of the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge (skill ID in parentheses).
Incoming

Total number of contacts that entered the platform. This column was previously called "Offered" or "ACD Contacts."

Number of distinct contacts where Inbound = TRUE and reskillIndicator =0

Outbound

Number of outbound contacts made by an agent or through a script. This metric does not include transferred contacts, but it can include both handled and non-handled contacts.

Distinct contacts where Direction = OUTBOUND and skills.outbound_skill = TRUE

Offered

Inbound contacts only. Includes the number of contacts offered (delivered) to an agent, whether they were answered or refused. Answered contacts are considered "handled." If the agent does not answer, and the time exceeds the station timeout, then it is considered a "refused" contact. If the caller hangs up or otherwise disconnects, then it is considered an "abandon." Contacts who abandon after an agent refusal are still counted as both a contact offered and contact abandon. Contacts transferred to another agent will not count as an offered contact.

Distinct contacts where (a contact_state = ROUTING record exists) and (not transferred directly to an agent (i.e. reskillindicator <= 1) and direction = INBOUND

Handled

Number of inbound/outbound contacts that were in contact with the agent at one point or another. Handled contacts are also known as "Contacts Answered."

Distinct count of contacts where contact_state = ACTIVE and contact_state_duration > 0

Avg Handle Time

Average length of time an agent spent handling a contact.

Summary Calculation: Handle Time / Contacts Handled

Abandons

Number of contacts who spent time waiting to speak to an agent and then hung-up or otherwise exited the system before being offered to an agent. Abandons are not resolved in the IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both..

Distinct contacts where contact_state = ABANDONED while INQUEUE and (direction = INBOUND and skills.outbound_skill = FALSE)

Avg InQueue Time

Average length of time contacts spent in Inqueue Time.

Summary Calculation: Inqueue Time / Contacts Queued

% Abandons

Percentage of Contacts Queued who abandoned prior to being offered to an agent.

Summary Calculation: (Abandons / Contacts Queued) * 100

Avg Abandon Time

Average amount of time a caller waits in queue before abandoning.

Summary Calculation: Abandon Time / Contacts Abandoned

Service Level

Percentage of contacts offered to an agent within the defined "Service Level Threshold" while taking Abandonment Impact into account. Service Level Threshold and Abandonment Impacts are specified when you configure the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in the ACD application.

The Service Level metric depends on the Skill Configuration of Service Level (may or may not include abandons).