Voice Skill (Queue) Report Excel Data
- 15 Feb 2023
- 3 Minutes to read
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Voice Skill (Queue) Report Excel Data
- Updated on 15 Feb 2023
- 3 Minutes to read
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This article covers all data and descriptions of the Voice Skill (Queue) report generated in excel format.
Columns and descriptions of the Voice Skill (Queue) excel report are given in the table below.
| Column | Description |
|---|---|
| XVALUE | The date the calls were made. |
| Skill | The number and name of the skill (queue). |
| SL | The value of service level. |
| SLA | The value of service level abandon. |
| Call UniqueId | The unique ID of the call. |
| Caller | The phone number of the caller. |
| Abandon Agent | The name of the agent handling the call. |
| CALLDATE | The date the calls were made. |
| Skill State | The reason why the call is returned to the queue. |
| CALLSTATUS | The result of the call. |
| WAITTIME | Waiting time in the queue for the call returning to the queue |
| Enter Queue | The number of calls that entered queue. |
| Answered | The number of calls that answered by the called. |
| Abandon | The number of abandoned calls in the skill (queue). |
| Exit Queue Count | The number of overflowed calls in the skill (queue). |
| AVGWAIT | Average waiting time of calls in skill (queue). |
| MAXWAIT | Maximum waiting time of calls in skill (queue). |
| ANSWEREDMAXWAIT | Maximum waiting time of answered calls in skill (queue). |
| ABANDONMAXWAIT | Maximum waiting time of abandoned calls in skill (queue). |
| Abandon Rate (%) | The ratio of abandoned calls to all calls in skill (queue). |
| Answer Rate (%) | The ratio of answered calls to all calls in skill (queue). |
| Transfer | The number of transferred calls. |
| Caller Hungup | The number of calls that hung-up by the caller. |
| Agent Hungup | The number of calls that hung-up by the agent. |
| Ring No Answer | The number of calls ringing but no answer |
| Average Talk Time | Average talking time in skill (queue). |
| Average Speed of Answer | Average call answering time of agents. |
| ACHT | Average call handling time of agents. |
| ACW | The amount of time in seconds that agent spent in After Call Work status. |
| AAT | Average waiting time for abandoned calls. |
| ANSWSECS_0_5 | The number of calls answered between 0 and 5 seconds. |
| ANSWSECS_0_20 | The number of calls answered between 0 and 20 seconds. |
| ANSWSECS_0_30 | The number of calls answered between 0 and 30 seconds. |
| ANSWSECS_0_60 | The number of calls answered between 0 and 60 seconds. |
| ANSWSECS_5_20 | The number of calls answered between 5 and 20 seconds. |
| ANSWSECS_5_30 | The number of calls answered between 5 and 30 seconds. |
| ANSWSECS_5_60 | The number of calls answered between 5 and 60 seconds. |
| ANSWSECS_20_30 | The number of calls answered between 20 and 30 seconds. |
| ANSWSECS_20_60 | The number of calls answered between 20 and 60 seconds. |
| ANSWSECS_30_45 | The number of calls answered between 30 and 45 seconds. |
| ANSWSECS_30_60 | The number of calls answered between 30 and 60 seconds. |
| ANSWSECS_45_60 | The number of calls answered between 45 and 60 seconds. |
| ANSWSECS_60_90 | The number of calls answered between 60 and 90 seconds. |
| ANSWSECS_90_120 | The number of calls answered between 90 and 120 seconds. |
| ANSWSECS_120_180 | The number of calls answered between 120 and 180 seconds. |
| ABANDONSECS_0_5 | The number of calls abandoned between 0 and 5 seconds. |
| ABANDONSECS_0_20 | The number of calls abandoned between 0 and 20 seconds. |
| ABANDONSECS_0_30 | The number of calls abandoned between 0 and 30 seconds. |
| ABANDONSECS_0_60 | The number of calls abandoned between 0 and 60 seconds. |
| ABANDONSECS_5_20 | The number of calls abandoned between 5 and 20 seconds. |
| ABANDONSECS_5_30 | The number of calls abandoned between 5 and 30 seconds. |
| ABANDONSECS_5_60 | The number of calls abandoned between 5 and 60 seconds. |
| ABANDONSECS_20_30 | The number of calls abandoned between 20 and 30 seconds. |
| ABANDONSECS_20_60 | The number of calls abandoned between 20 and 60 seconds. |
| ABANDONSECS_30_45 | The number of calls abandoned between 30 and 45 seconds. |
| ABANDONSECS_30_60 | The number of calls abandoned between 30 and 60 seconds. |
| ABANDONSECS_45_60 | The number of calls abandoned between 45 and 60 seconds. |
| ABANDONSECS_60_90 | The number of calls abandoned between 60 and 90 seconds. |
| ABANDONSECS_90_120 | The number of calls abandoned between 90 and 120 seconds. |
| ABANDONSECS_120_180 | The number of calls abandoned between 120 and 180 seconds. |
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