DCA Skill Set

Shows DCA Skill Set performance for the selected Skill Set(s) for the selected date range. One row is returned for each day in the date range.

Options

Availability	Custom
Select By	Account, SkillSet(s), then Date Period options: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, Custom Range
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	Yes
Schedule Frequency	Daily, Weekly
Graphs Available	No
Timeline Available	No

Output

Column Name	Description	Type
Date	Each row returns data for one day in the date range selected, which is further broken down into individual Skill Set(s) if more than one is specified (see below)	DD MMM YYYY
SkillSet ID	Unique SkillSet ID. Multiple rows will be returned when more than one of the selected SkillSets have taken calls during the date range selected. If no SkillSets are selected, the report will return the relevant number of rows (depending on the defined Interval), but all rows will report zero data	Integer
SkillSet Name	The SkillSet Name, as defined in Home>Service Manager>DCA>Skillsets	String
Total Calls	Total calls taken on the specific date by the Skillset	Integer
Handled Calls	Calls successfully answered by a DCA Agent	Integer
Abandoned Calls	Those callers who hung up whilst waiting in the queue for a DCA Agent to become available, or who hung up as the Agent's phone was ringing	Integer
Handled %	(Calls successfully answered) ÷ (Calls presented to the skillset) x 100	Float
Abandoned %	(Calls that hung up before being answered by an agent) ÷ (Calls presented to the skillset) x 100	Float
Talk Time Minutes	Total time connected to a DCA Agent, rounded down to the nearest minute	Integer
AVG Talk Time Minutes	(Talk Time per call) ÷ (Handled Calls)	Float
Ringing Minutes	Total time ringing an agent whether the agent picks up or not, rounded down to the nearest minute	Integer
AVG Ringing Seconds	(Total Ringing Seconds) ÷ (Total Calls)	Integer
Call Waiting Minutes	Total time ringing an until a DCA Agent picks up, rounded down to the nearest minute	Integer
AVG Call Waiting Seconds	(Call Waiting Seconds) ÷ (Handled Calls)	Integer
Wrap Up Minutes	Total time DCA Agents are in wrap up after a call, rounded down to the nearest minute	Integer
AVG Wrap Up Seconds	(Wrap Up Times for all successfully-handled calls) ÷ (Number of successfully-handled calls). This number should always be the same as the Wrap Up Duration as defined in Home > Service Manager > DCA > SkillSets > Update, unless this duration has been modified during the report period	Integer
AVG Handling Time Minutes	(Total Talk Time (unrounded)) ÷ (Handled Calls), rounded down to the nearest minute	Integer
Abandoned Minutes	Total Abandoned Minutes, rounded down to the nearest minute	Integer
AVG Abandoned Seconds	(Total Abandoned Time) ÷ (Abandoned Calls)	Integer

This report produces the same output fields as the "DCA Skill Set Performance Interval" report, although that report can't be run over a period of more than one day.