Skill Group Performance

This report measures how effectively inbound calls are being handled by each skill group. How many calls are each skill group able to handle, and does it take an appropriate amount of time to handle each call? Has a skill group failed to answer a call in time, and have any customers abandoned the call while waiting? How often do calls need to be transferred? How long have the agents in each skill group spent logged in and working? How much time have the agents in each skill group spent available for calls without actually being on a call? How much of their time is spent not ready?

There are versions of this report for each of the historical time intervals, which break down the data by skill group & interval. There is also a Daily with Quality version which further breaks down the daily data by agent ID. This report uses a Skill Group parameter set. It may be found in the following path: Root > Reports > Voice Reports for Cisco > {time interval}.

The report is based on the Agent Skillgroup Times model and includes the following columns.

Handled In

The number of inbound ACD calls handled by an agent which ended (completed wrap) during the report interval.

AHT In

Of the inbound ACD calls handled by an agent which ended (completed wrap) during the report interval, this is the average handle time.

Transfer Out

The number of calls transferred by an agent, where the transfer was completed during the report interval.

RONA

Redirected On No Answer – the number of ACD calls that were redirected during the report interval, after they rang at an agent’s phone and the agent failed to answer.

Abandon Ring

The number of ACD calls which were abandoned during the report interval, while ringing at an agent’s phone.

Abandon Hold

The number of ACD calls which were abandoned during the report interval, while placed on hold.

Short

The number of calls answered by an agent during the report interval where the call duration fell short of the Abandoned Call Wait Time.

Logged On Time (Per Skill Group)

The total time that agents spent logged in with respect to the Skill Group during the report interval.

% Available (Per Skill Group)

The time that agents spent in the Available (Ready) state with respect to the Skill Group during the report interval, expressed as a percentage of the agents’ logged on time during the report interval.

% Not Ready (Per Skill Group)

The time that agents spent in the Not Ready state with respect to the Skill Group during the report interval, expressed as a percentage of the agents’ logged on time during the report interval.

Talk Ratio (Per Skill Group)

The time that agents spent on calls with respect to the Skill Group during the report interval, expressed as a percentage of the agents’ logged on time during the report interval. This includes talk time, hold time, and wrap time.

% Occupancy (Per Skill Group)

The time that agents spent occupied with respect to the Skill Group during the report interval, expressed as a percentage of the agents’ logged on time during the report interval. This includes time spent in the Not Ready state, talk time, hold time, and wrap time.

Agent ID

Displays the agent’s login ID (at the switch). Included in Daily with Quality report only.