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• 5.2 • 5.3

requested_skills

The requested_skills table contains metrics for interactions that requested a specific skill.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the skill specified in the skill_name field.


Description of Data

The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the requested_skills table.


Column Name Data Type Description
id BINARY (16) Primary key
start_time DATETIME Start time of the aggregation interval; time is given in Universal Coordinated Time (UTC)
end_time DATETIME End time of the aggregation interval; time is given in Universal Coordinated Time (UTC)
agg_run_id BINARY (16) Aggregator run that produced this record
media_type ENUM This is the interaction media type.

Possible values include VOICE, CHAT, and EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

skill_name VARCHAR Skill name as defined in configuration
skill_group_name VARCHAR Name of the skill group that the skill belongs to as defined in configuration
skill_type ENUM This is the skill type.

Possible values include the following:

  • SERVICE – Primary service skill (a skill that is created automatically for each new service)
  • SKILL – Auxiliary skill (a skill that is not directly associated with any particular service)
total_answer_time BIGINT Total answer time (the sum of times between the moments the calls entered queue and were answered by agents)
num_calls_received BIGINT Total number of received calls
num_calls_queued BIGINT Number of calls that were queued
num_calls_answered BIGINT Number of calls that were answered
num_calls_overflow BIGINT Number of calls that were distributed to overflow destinations


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