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Revision as of 23:21, 1 March 2019
Requested Skills Report
This report shows demand for different skills defined in your contact center. The skills are arranged according to their groups, and the report shows requests for each individual skill and the totals for the group. Note that if a call requested several skills, it will be counted separately for each requested skill in all metrics of this report. Metrics in this report include campaign calls.
All metrics in this report are calculated for interactions of call and chat media types only.
Metric Descriptions
Average Speed of Answer
Average Speed of Answer is the average time that answered calls requesting this skill spent waiting in the service queue and were ringing the desktop before being answered.
Number of Calls Received
Number of Calls Received is the total number of calls that requested this skill in the given reporting interval.
Number of Calls Queued
Number of Calls Queued is the number of calls requesting this skill that entered the queue.
Number of Calls Answered
Number of Calls Answered is the number of calls requesting this skill that were answered by agents.
Overflow Calls
Overflow Calls are the number of calls requesting this skill that were routed to overflow destinations.