Voice Skill (Queue) Report
- 23 Dec 2022
- 9 Minutes to read
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Voice Skill (Queue) Report
- Updated on 23 Dec 2022
- 9 Minutes to read
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- DarkLight
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Tegsoft software contributes to the Contact Center management with instant reports or detailed historical reports. It also enables the evaluation of contact center efficiency with its advanced filtering options.
These reports can be viewed in a web browser by generating in HTML format or archived in Excel or PDF file.
Voice Skill (Queue) is the report that lists data such as Service Level (SL-SLA), Average Call Handing Time (ACHT), Average Abandon Time (AAT) related to the contact center performance according to the selected criteria. These criteria are break type, calculation time, agent, skill, caller, etc. The begin date and time should be selected for all reports. The selection of end date and time is optional. In case of not selected, current date and time is going to be end date and time.
1. Generate Voice Skills (Queues) Report
To generate Voice Skills (Queues) report, please follow the steps below.
Step 1 – Click Reports tab.
Step 2 – Click Skill (Queue) Reports tab.
Step 3 – Set Criteria.
Step 4 – Select Skill (Queue) Report type.
Step 5 – Select report Format (HTML, PDF, XLS).
2. Filtering Parameters
The Skill (Queue) report criteria are numbered and given in the figure below.
The criteria and detailed descriptions are given in the table below.
No | Criteria | Description |
1 | Begin Date | List the records after the selected date and time, including this date and time. If the date and time are not selected, the records of the current date and time are listed. |
2 | End Date | List the records before the selected date and time, not including this date and time. |
3 | Break Type | Allows the report to be generated according to the different time periods. |
4 | Calculation Time | Enter the time in seconds that is going to be referenced when calculating the Service Level (SL) value. If not changed, this time remains at 20 seconds. |
5 | Caller | List the records of caller number in which the number entered in this field is included. |
6 | Skill | List the records of the skill. |
7 | Agent group | List the records of the agent group defined in the system. |
8 | Agent | List the records of the agent defined in the system. |
9 | Project | List the records of the project defined in the system. (Companies holding a project license can define a project.) |
10 | Server | If the customer has more than one server, the records of the selected server are listed. |
11 | Call UniqueId | Lists the records of the call unique ID. |
12 | Time start | Lists the records of the start time of the call. |
13 | Time end | Lists the records of the end time of the call. |
14 | Activity Top Group | When the activity is defined, the records of the selected activity top group are listed. |
15 | Groups | When the activity is defined, the records of the selected activity group are listed. |
16 | Activity Type | When the activity is defined, the records of the selected activity type are listed. |
3. Skill Summary Report
When the data of all queues in the contact center needs to be reported, the Skill Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin date and break type were selected.
Detailed explanations of the data in the Skill Summary report in the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Date | The date the calls were made. |
2 | SL | The value of service level. |
3 | SLA | The value of service level abandon. |
4 | Enter Queue | The number of calls that entered queue. |
5 | Answered | The number of calls that answered by the called. |
6 | Abandon Count | The number of abandoned calls in the skill (queue). |
7 | Abandon | The percentage of abandoned calls in the skill (queue). |
8 | Exit Queue | The number of overflowed calls in the skill (queue). |
9 | Average Talk Time | Average talking time in skill (queue). |
10 | Average Hold Time | Average waiting time in skill (queue). |
11 | Maximum Hold Time | Maximum waiting time in skill (queue). |
12 | Average Speed of Answer | Average call answering time of agents. |
13 | ACHT | Average call handling time of agents. |
14 | AAT | Average waiting time for abandoned calls. |
4. Queue Based Report
When the data of all queues in the contact center needs to be reported on the queues basis, the Queue Based report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin date and break type were selected.
Detailed explanations of the data in the Queue Based Report in the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Date | The date the calls were made. |
2 | SL | The value of service level. |
3 | SLA | The value of service level abandon. |
4 | Enter Queue | The number of calls that entered queue. |
5 | Answered | The number of calls that answered by the called. |
6 | Abandon Count | The number of abandoned calls in the skill (queue). |
7 | Abandon | The percentage of abandoned calls in the skill (queue). |
8 | Exit Queue | The number of overflowed calls in the skill (queue). |
9 | Average Talk Time | Average talking time in skill (queue). |
10 | Average Hold Time | Average waiting time in skill (queue). |
11 | Maximum Hold Time | Maximum waiting time in skill (queue). |
12 | Average Speed of Answer | Average call answering time of agents. |
13 | ACHT | Average call handling time of agents. |
14 | AAT | Average waiting time for abandoned calls. |
5. Return to Queue Report
When the data of returning calls to the queue in the contact center needs to be reported, the Return to Queue report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
Detailed explanations of the data in the Return to Queue Report in the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Return to Queue Date | The date and time the call returned to the queue. |
2 | Skill | The queue to which the call returns. |
3 | Agent | The name of the agent handling the call. |
4 | Call UniqueId | The unique ID of the call. |
5 | Caller | The phone number of the caller. |
6 | Skill State | The reason why the call is returned to the queue. |
6. Agent Summary Report
When the call data of agents in the contact center needs to be reported, the Agent Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
Detailed explanations of the data in the Agent Summary report in the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Date | The date the calls were made. |
2 | Answered | The number of calls that answered by the called. |
3 | Caller Hung-up | The number of calls that hung-up by the caller. |
4 | Agent Hung-up | The number of calls that hung-up by the agent. |
5 | Transfer | The number of transferred calls. |
6 | Return to Queue Count | The number of calls that return to the queue. |
7 | Average Talk Time | Average talking time of the agent. |
8 | Average Speed of Answer | Average call answering time of the agent. |
9 | ACHT | Average call handling time of the agent. |
7. Agent Summary (Date) Report
When the call data of agents in the contact center needs to be reported on the date basis, the Agent Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
Detailed explanations of the data in the Agent Summary (Date) Report in the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Date | The date the calls were made. |
2 | Answered | The number of calls that answered by the called. |
3 | Caller Hang-up | The number of calls that hung-up by the caller. |
4 | Agent Hang-up | The number of calls that hung-up by the agent. |
5 | Transfer | The number of transferred calls. |
6 | Return to Queue Count | The number of calls that return to the queue. |
7 | Average Talk Time | Average talking time of the agent. |
8 | Average Speed of Answer | Average call answering time of the agent. |
9 | ACHT | Average call handling time of the agent. |
8. Service Level Report
Service Level is the report that shows the service level values suitable for the selected criteria on the graph according to the time period (break type). With these reports, service level values for different time periods -such as months and days of the year, hours of the day- can be reported on the graph. The horizontal axis represents the break types (days, months, years, etc.) and the vertical axis represents the service level value.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
9. SL Abandon Included Report
SL Abandon Included is the report that shows the service level values, including the abandon calls, suitable for the selected criteria on the graph according to the time period (break type). With these reports, service level values for different time periods -such as months and days of the year, hours of the day- can be reported on the graph. The horizontal axis represents the break types (days, months, years, etc.) and the vertical axis represents the service level value.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
10. Abandon Report
Abandon is the report that shows the number of abandon calls suitable for the selected criteria on the graph according to the time period (break type). With these reports, number of abandon calls for different time periods -such as months and days of the year, hours of the day- can be reported on the graph. The horizontal axis represents the break types (days, months, years, etc.) and the vertical axis represents the abandon call count.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
11. Max Hold (sec) Report
Max Hold (sec) is the report that shows the maximum holding time in seconds suitable for the selected criteria on the graph according to the time period (break type). With these reports, maximum holding time for different time periods -such as months and days of the year, hours of the day- can be reported on the graph. The horizontal axis represents the break types (days, months, years, etc.) and the vertical axis represents the maximum holding time.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
12. Average Hold (sec) Report
Average Hold (sec) is the report that shows the average holding time in seconds suitable for the selected criteria on the graph according to the time period (break type). With these reports, average holding time for different time periods -such as months and days of the year, hours of the day- can be reported on the graph. The horizontal axis represents the break types (days, months, years, etc.) and the vertical axis represents the average holding time.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
13. Average Talk (sec) report
Average Talk (sec) is the report that shows the average talking time in seconds suitable for the selected criteria on the graph according to the time period (break type). With these reports, average talking time for different time periods -such as months and days of the year, hours of the day- can be reported on the graph. The horizontal axis represents the break types (days, months, years, etc.) and the vertical axis represents the average talking time.
An example report is given in the figure below. While generating this report, begin-end dates and break type were selected.
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