Skill Report Metric Definitions

This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Skill report.

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% QCB Accepted (Formula)

This value shows the percent of Queue Callbacks accepted by the given skill. This is accomplished by dividing the "Accepted" Queue Callbacks by "Scheduled" queue callbacks. The result is displayed as a percent of scheduled callbacks that were accepted by the skill.

For a list of filter definitions for % QCB Accepted (Formula), see the Report Filter Criteria report.

Abandoned Calls

This value shows the total number of inbound calls associated with the given skill that did not end in a Talking or Voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

Note:
Because skill reports filter out call events and other information that does not apply to the skill, the reporting engine sometimes processes portions of calls that end with Transfer Hold events, even though the call was actually transferred and completed successfully by another hunt skill. By the usual definition, a call that ends with a Transfer Hold event would be an abandoned call. However, in skill reports, this unique situation has been accounted for and these calls will not be considered abandoned.

For a list of filter definitions for Abandoned Calls, see the Report Filter Criteria report.

Abandoned Chat Count

This value displays the total count of external chats that were abandoned by the given skill(s). A chat is considered abandoned when the chat ends in any event other than "chatting". Most often this is in a scenario when the client closes the chat while they are in the chat queue, or without hitting "end chat".

Note: This value requires the Multimedia Web Chat module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Abandoned Chat Count, see the Report Filter Criteria report.

Accepted Callback Count

This value shows the total number of scheduled queue callbacks accepted by the given skill.

Note: This value requires the Multimedia Queue Callback module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Accepted Callback Count, see the Report Filter Criteria report.

Accepted Callback Percent

This value shows the percent of scheduled queue callbacks accepted by the given skill.

For a list of filter definitions for Accepted Callback Percent, see the Report Filter Criteria report.

Accepted Chat Count

This value shows a total count of how many inbound external web chats each selected agent has accepted.

Chats are initiated from your website between a customer and your agent. When a chat is initiated it will be presented to an available agent. The agent then has a certain amount of time to accept or decline the chat. After said certain amount of time, the chat will be presented to another agent. This value will show how many of the presented chats the agent accepted.

For a list of filter definitions for Accepted Chat Count, see the Report Filter Criteria report.

Agent Speed of Answer

This value shows the total, maximum, minimum, or average time it took for agents in the given hunt skill to answer their phones when an Inbound call came to them.

Speed of answer is defined as the total duration of Ringing events associated with an agent before a call's first Talking event.

Note:

This column only applies to Inbound calls.
This column only concerns events associated with an agent or skill. It does not include events that have no particular agent or skill association, such as Auto Attendant events.

For a list of filter definitions for Agent Speed of Answer, see the Report Filter Criteria report.

Answered Calls

This value shows the total number of inbound calls associated with the given skill that contained at least one Talking event. These are calls that were handled by a live agent.

For a list of filter definitions for Answered Calls, see the Report Filter Criteria report.

Average Calls Per Hour

This value shows the average number of calls the skill participates in every hour over the given time frame.

For a list of filter definitions for Average Calls Per Hour, see the Report Filter Criteria report.

Call Count

This value shows the total number of calls (inbound, outbound, internal) associated with the given skill.

For a list of filter definitions for Call Count, see the Report Filter Criteria report.

Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the given hunt skill.

For a list of filter definitions for Call Duration, see the Report Filter Criteria report.

Callbacks Scheduled

This value shows the total number of callbacks scheduled from the queue for the given skill.

For a list of filter definitions for Callbacks Scheduled, see the Report Filter Criteria report.

Caller Wait Time

This value shows the total, maximum, minimum, or average amount of time callers spent waiting during calls associated with the given hunt skill.

Caller Wait Time is defined as the total duration of all events in a call other than talking, voicemail, or dialing.

For a list of filter definitions for Caller Wait Time, see the Report Filter Criteria report.

Calls Overflowed From

This value shows the total number of calls that were overflowed into another hunt skill from the given skill.

Note: This column counts calls that contain Overflow events listing the given skill in the hunt skill column. The skill receiving the overflow call is listed as the receiving party.

For a list of filter definitions for Calls Overflowed From, see the Report Filter Criteria report.

Calls Overflowed To

This value shows the total number of calls that the given hunt skill received as overflow calls from other skills.

Note: This column counts calls that contain overflow events listing the given skill as the receiving party. The skill sending the overflow call is listed in the hunt skill column.

For a list of filter definitions for Calls Overflowed To, see the Report Filter Criteria report.

Chat Count

This value shows the total number of inbound chats associated with the selected skill(s).

Chats are initiated from your website between a customer and an agent logged into a specific skill. When a chat is initiated, it will be presented to an available agent.

Note: This value requires the Multimedia Web Chat module. If this value is added to a report and the module has not been purchased the column will appear empty as a result upon running the report.

For a list of filter definitions for Chat Count, see the Report Filter Criteria report.

Chat Duration

This value shows the total, maximum, minimum, or average duration of the chats associated with the selected skill(s). (The desired duration can be selected while configuring this value.)

Chats are initiated from your website between a customer and your agents logged into a specific skill. When a chat is initiated, it will be presented to an available agent.

Note: This value requires the Multimedia Web Chat module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Chat Duration, see the Report Filter Criteria report.

Chat Queue Accept Count

This value shows the total number of inbound chats that were accepted from the queue by agents logged into the given skill(s).

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an agent logged into the given skill. If there are no agents available to accept the chat from the client, the client may then be entered into a chat queue until an agent becomes available.

For a list of filter definitions for Chat Queue Accept Count, see the Report Filter Criteria report.

Chat Queue Duration

This value show the total, maximum, minimum, or average duration that a client waited in the chat queue before the chat was accepted by an agent logged into the given skill(s).

Chats are initiated from your website between a customer and your agent(s) logged into the given skill(s). When a chat is initiated, it will be presented to an available agent. If there are no agents available in the skill to accept the chat from the client, then the client may be entered into a chat queue until an agent becomes available.

For a list of filter definitions for Chat Queue Duration, see the Report Filter Criteria report.

Chat Queue Missed Count

This value shows the total number of inbound chat offers from the queue that were missed by the selected skill(s).

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an agent logged into the given skill(s). If there are no agents available to accept the chat from the client, then the client may be entered into a chat queue until an agent becomes available in that skill. Once an agent becomes available, the client, currently waiting in the chat queue, will be offered to the available agent. If the agent does not accept the chat, it will be considered a missed chat for the agent, as well as the skill.

For a list of filter definitions for Chat Queue Missed Count, see the Report Filter Criteria report.

Chat Speed of Answer

This value shows the total, maximum, minimum, or average amount of time that it took agents in the selected skill(s) to answer the chat when it was presented.

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat Speed of Answer, see the Report Filter Criteria report.

Chats with Phrase (Count)

This value shows the total number of instances in which a specific key word or key phrase is used or said during the chat sessions. (The key word/phrase can be established when configuring the value.)

For a list of filter definitions for Chat with Phrase (Count), see the Report Filter Criteria report.

Chats with Phrase (Percent)

This value shows the percent of instances in which a specific key word or key phrase is used or said during the chat sessions. (The key word/phrase can be established when configuring the value.)

For a list of filter definitions for Chat with Phrase (Percent), see the Report Filter Criteria report.

Composite Score

This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the skill's performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics. Once the scorecard questions have been answered, this value provides the composite score of all questions on the scorecard for the selected skill(s).

Note: This value requires the Recording Library module. As a result, if this value is added to a report and the module has not been purchased, the column will appear empty upon running the report.

For a list of filter definitions for Composite Score, see the Report Filter Criteria report.

Discretionary Not Ready Time

This value shows the total length of time that agents in the given skill(s) , by their own doing, placed themselves in a state of "Not Ready."

"Not Ready" is a feature of the Multimedia module and is similar to a "Do Not Disturb" state. "Discretionary Not Ready" is when an agent is not ready to take a call and they place their phone in a state of "Not Ready," which prevents calls from being sent to them.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Discretionary Not Ready Time, see the Report Filter Criteria report.

Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given hunt skill.

For a list of filter definitions for Event Duration, see the Report Filter Criteria report.

Expanded Question Score

This value is a feature of the Recording Library scorecards. This value allows you to simply add one "Expanded Question Score" column, and by default, it will then display a column for each question found in the campaign without having to manually add a column for each individual question.

For a list of filter definitions for Expanded Question Score, see the Report Filter Criteria report.

Final skill Call Count

This value shows the number of times the given skill was the final skill. The final skill is the last skill to be associated with an event during a call.

Note: This filter takes other event-level filters into account. This means that if the last skill-related event has already been filtered out of the call data, this filter will look for the next-to-last skill-related event.

For a list of filter definitions for Final skill Call Count, see the Report Filter Criteria report.

skill Login Duration

This value shows the total, maximum, minimum, or average block of time the specified agent spent logged in to the given skill.

For a list of filter definitions for skill Login Duration, see the Report Filter Criteria report.

skill Logout Duration

This value shows the total, maximum, minimum, or average block of time the specified agent spent logged out of the given skill.

For a list of filter definitions for skill Logout Duration, see the Report Filter Criteria report.

skill Wait Time

This value provides the total time the selected skills were ringing or queuing, meaning that the client waited for an answer.

For a list of filter definitions for skill Wait Time, see the Report Filter Criteria report.

Inbound Calls

This value shows the total number of inbound calls that contained at least one event associated with the given hunt skill, meaning the skill was involved in the call.

Note: This column includes calls that the skill may not have actively participated in. For example, an inbound call that goes directly to the skill's voicemail will appear in this column. To find calls that the skill had an opportunity to participate in, use Presented Calls.

For a list of filter definitions for Inbound Calls, see the Report Filter Criteria report.

Initial skill Call Count

This value shows the number of times the given skill was the initial skill. The initial skill is the first skill to be associated with an event during a call.

Note: This filter takes other event-level filters into account. This means that if the first skill-related event has already been filtered out of the call data, this filter will look for the next skill-related event.

For a list of filter definitions for Initial skill Call Count, see the Report Filter Criteria report.

Internal Calls

This value shows the total number of internal calls associated with the given skill. An internal call is a call that originated inside of your phone system and rang within your phone system.

For a list of filter definitions for Internal Calls, see the Report Filter Criteria report.

Max Agents Logged In

This value shows the largest number of agents simultaneously logged in to the given skill.

For a list of filter definitions for Max Agents Logged In, see the Report Filter Criteria report.

Max Agents with Skill Enabled

This value shows the largest number of agents simultaneously enabled in a multimedia skill.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Max Agents with Skill Enabled, see the Report Filter Criteria report.

Max Calls In Queue

This value shows the largest number of calls associated with the given skill that were simultaneously waiting in queue.

For a list of filter definitions for Max Agents in Queue, see the Report Filter Criteria report.

Max Calls in Queued Callback

This value shows the largest number of calls associated with the given skill that were simultaneously waiting in queue.

For a list of filter definitions for Max Calls in Queue Callback, see the Report Filter Criteria report.

Minimum QCB Ports Required

QCB stands for Queue Call Back. This value shows the minimum number of Queue Callback ports required for the given skill(s).

For a list of filter definitions for Minimum QCB Ports Required, see the Report Filter Criteria report.

Missed Calls

This shows the total number of calls where the given skill was involved in a ringing or queue event, but not a talking event, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Note:

A single call that rang two different times for the same skill but was answered once will count as an answered call, not a missed call.
Calls that were answered by a second skill after being missed by the first skill will still count as missed for the first skill, even though the call itself was eventually answered.
In order for a skill to miss or answer a call, the call must first be presented to the skill. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

For a list of filter definitions for Missed Calls, see the Report Filter Criteria report.

Missed Chat Offer Count

This value shows the total number of inbound chat offers that were missed by the selected skill(s).

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an agent logged into the given skill(s). If the available agent(s) do not accept the chat, it will be counted as missed for the skill.

For a list of filter definitions for Missed Chat Offer Count, see the Report Filter Criteria report.

Multimedia ACW Duration

This value shows the total, maximum, minimum, or average amount of time that the given skill was in a state of ACW.

Upon finishing a call, a Multimedia Voice agent will be placed into a state known as ACW or After Call Work. This allows the agent to finish any necessary work for their last call before they are sent a new call.

The ACW is a screen pop that will appear on the agent's screen and will display a countdown until the ACW state is automatically turned off making the agent available to receive calls. The ACW screen pop can be configured for a default amount of time (typically 30 seconds). If the default amount is insufficient, the agent can "snooze" the ACW, which means that it will provide them additional time to finish up the call work.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Multimedia ACW Duration, see the Report Filter Criteria report.

Multimedia MCW Duration

This value shows the total, maximum, average, or minimum duration that the given skill spent in a state of MCW (Missed Call Work).

MCW (Missed Call Work) Duration is the state that your agent will be put in when they are presented a call within a skill and do not answer.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Multimedia ACW Duration, see the Report Filter Criteria report.

Outbound Calls

This value shows the total number of outbound calls associated with the given skill. An outbound call is a call that originated inside of your phone system and dialed out to a number outside of your phone system.

For a list of filter definitions for Outbound Calls, see the Report Filter Criteria report.

Percent of Calls Abandoned

This value shows the percentage of the given hunt skill's total calls where the skill's final involvement was not a talking, voicemail, or transfer hold event, meaning the call was abandoned.

By default, this column will only include inbound calls, but it can be set to include other call directions.

Note: A call that was handled by multiple skills before being abandoned will count once for each skill. The call will count as abandoned for the last skill to handle the call, and will count as either abandoned or not abandoned for the other skills, depending on their final event.

For a list of filter definitions for Percent of Calls Abandoned, see the Report Filter Criteria report.

Percent of Calls Abandoned w/o Port

This value shows the percent of calls that were abandoned while in the queue that were never offered the option to receive a queue callback.

Note: This value requires the Multimedia Queue Callback module. If this value is added to a report and the module has not been purchased or configured then the column will appear empty as a result upon running the report.

For a list of filter definitions for Percent of Calls Abandoned w/o Port, see the Report Filter Criteria report.

Percent of Calls Answered

This value shows the percentage of the given hunt skill's total calls that include at least one talking event with an agent in the hunt skill, meaning they were answered by the agent.

Note: By default, this column will only include inbound calls, but it can be set to include other call directions. A call that rang at multiple skills' phones before being answered will count once for each skill. The call will only count as answered for the skill that actually answered the phone; the call will count as missed for the other skills.

For a list of filter definitions for Percent of Calls Answered, see the Report Filter Criteria report.

Percent of Calls Lost In Queue

This value shows the percentage of inbound calls associated with the given skill where the caller reached a queue and hung up before being answered by an agent, meaning the call was lost (abandoned) while in the queue.

For a list of filter definitions for Percent of Calls Lost in Queue, see the Report Filter Criteria report.

Percent of Calls Missed

This value shows the percentage of the given skill's calls where the skill was involved in a Ringing or Queue event, but not a Talking event, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Note:

A single call that rang two different times for the same skill but was answered once will count as an answered call, not a missed call.
Calls that were answered by a second skill after being missed by the first skill will still count as missed for the first skill, even though the call itself was eventually answered.
In order for a skill to miss or answer a call, the call must first be presented to the skill. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

For a list of filter definitions for Percent of Calls Missed, see the Report Filter Criteria report.

Percent of Calls Scheduling Callback

This value show the percent of calls for a skill that scheduled a callback when the callback option was offered.

For a list of filter definitions for Percent of Calls Scheduling Callback, see the Report Filter Criteria report.

Percent of Calls w/ Port Wait

This value shows the percent of calls that waited in queue that were offered the queue callback option.

For a list of filter definitions for Percent of Calls w/ Port Wait, see the Report Filter Criteria report.

Percent of Calls w/o Port Wait

This value shows the percent of calls that waited in queue that were never offered the queue callback option, as a callback port was not available.

For a list of filter definitions for Percent of Calls w/o Port Wait, see the Report Filter Criteria report.

Presented Calls

This value shows the total number of calls in which the specified skill was involved in at least one ringing or queue event, meaning the skill had a chance to participate in the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Note:

This column does not look for Talking events. A call that contains at least one ringing or queue event will count as presented, regardless of whether or not it was answered.
An inbound call that goes directly to voicemail will not count as presented because it never rang at an agent's phone or entered a queue.

For a list of filter definitions for Presented Calls, see the Report Filter Criteria report.

QCB Port Not Available Duration

QCB stands for Queue Call Back. This value shows the total amount of time that a Queue Callback port was not available during the given call to the skill, meaning that the caller did not have the ability to select to receive a callback.

Note: This value requires the Multimedia Queue Callback module. If this value is added to a report and the modules have not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for QCB Port Not Available Time, see the Report Filter Criteria report.

Question Score

This value shows the score(s) the skill received for the question(s) on the scorecard for the selected skill(s).

This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the 0-skill performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics.

Note: This value requires the Recording Library module. As a result, if this value is added to a report and the module has not been purchased, then the column will appear empty upon running the report.

For a list of filter definitions for Question Score, see the Report Filter Criteria report.

Queue Duration

This value shows the total, maximum, minimum, or average duration of all queue events associated with the given skill.

For a list of filter definitions for Queue Duration, see the Report Filter Criteria report.

Ready Duration

This value shows the total, maximum, minimum, or average block of time the given agents for the given skill spent in a Ready state for the specified.

An agent is considered to be Ready for a hunt skill when he/she is able to receive the skill's calls. Specifically, this means the agent is not in DND status, is not currently involved in a call, and is logged into the given skill.

Note: This value requires the Realtime Agent Seat module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.

For a list of filter definitions for Agent Ready Duration, see the Report Filter Criteria report.

Ringing Duration

This value shows the total, maximum, minimum, or average duration of all ringing events associated with the given skill.

For a list of filter definitions for Ringing Duration, see the Report Filter Criteria report.

Scorecards Scored

This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the skill's performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics. Once the scorecard questions have been answered, this value provides a count of how many scorecards have been scored for the given skill.

For a list of filter definitions for Scorecards Scored, see the Report Filter Criteria report.

Skill Enabled Duration

This value shows the total, maximum, minimum, or average duration that Multimedia Voice agents are enabled (logged into) in a Multimedia skill.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased or the Multimedia Voice license has not been assigned to the agent, the column will appear empty upon running the report.

For a list of filter definitions for Skill Enabled Duration, see the Report Filter Criteria report.

Skill Handled Duration

This value shows the total duration of inbound calls with a talking event for the agents logged into the given Multimedia skill (skill).

For a list of filter definitions for Skill Handled Duration, see the Report Filter Criteria report.

Speed of Answer

This value shows the total, maximum, minimum, or average time it took for the agents in the given hunt skill to answer their phones when a call came to their skill.

skill speed of answer is defined as the total duration of the ringing and queue events associated with the skill or the agents in the skill before the call's first talking event.

Note:

By default, this column only applies to Inbound calls. It can be set to look at other call directions.
This column only concerns events associated with an agent or skill. It does not include events that have no particular agent or skill association, such as Auto Attendant events.

For a list of filter definitions for Speed of Answer, see the Report Filter Criteria report.

Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events associated with the given skill.

For a list of filter definitions for Talking Duration, see the Report Filter Criteria report.

Time to Accepted Callback

This value shows the Total, Maximum, Minimum, or Average time that it took for scheduled callbacks to accept the callback.

For a list of filter definitions for Time to Accepted Callback, see the Report Filter Criteria report.

Time to First Callback

This value shows the Total, Maximum, Minimum, or Average time that it took for Chronicall to make the first attempt to call the scheduled callbacks.

For a list of filter definitions for Time to First Callback, see the Report Filter Criteria report.

Unaccepted Callback Count

This values shows the total number of scheduled callbacks that went unaccepted by the client when Chronicall made the attempt to call them back.

For a list of filter definitions for Unaccepted Callback Count, see the Report Filter Criteria report.

Unaccepted Callback Percent

This values shows the percent of scheduled callbacks that went unaccepted by the client when Chronicall made the attempt to call them back.

For a list of filter definitions for Unaccepted Callback Percent, see the Report Filter Criteria report.

Unanswered Calls

This value shows the total number of incoming calls associated with the given skill that did not contain at least one talking event. These are calls that were never handled by a live agent.

For a list of filter definitions for Unanswered Calls, see the Report Filter Criteria report.

Updated almost 2 years ago