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 skill 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 skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, with the 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 agents 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's queue, whether they were answered, refused, or abandoned. Contacts are considered "handled" if they were active in the queue. 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 or outbound contacts that were in an active state in the agent's queue 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 agents spent handling contacts. 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 actually connecting with an agent. Abandons are not resolved in the IVR 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 connecting with 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 skill 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).