Skill Performance Report

Report source: Tubes

Report refresh rate: 6 hours

The Skill Performance report displays all of the key metrics concerning the performance of your ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. With this report, you can quickly view your skills and their key performance metrics.

Report Sections

Bar Charts

Bar charts provide visual, side-by-side indicators of ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge performance using both contact volume and key performance metrics that allow you to quickly identify high- and low-performing campaigns.

Chart	Description
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 you to drill into skill performance detail for a quick glance assessment.

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