Skill Call Summary

Inbound call statistics for each selected skill over the selected time frame.

The Skill Call Summary report shows inbound call statistics for each selected skill over the selected time frame. It is a Skill row type Summary-style report.

Report Columns

Column	Definition
`Skill`	The skill being reported on.
`Presented Calls`	The number of calls in which the skill had at least one Ringing or Queue event.
`Answered Calls`	The number of calls that included at least one Talking event with the skill.
`Missed Calls`	The number of calls that rang or queued to the skill but were never answered.
`Callbacks Scheduled`	The number of calls that requested a scheduled callback with the skill.
`Callbacks Accepted`	The number of scheduled callbacks accepted by the caller.
`Callbacks Cancelled/Aborted`	The number of scheduled callbacks canceled by the caller or aborted after the maximum callback attempts.
`Total Call Duration`	The total combined duration of all calls associated with the skill.
`Avg Call Duration`	The average duration of all calls associated with the skill.

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Aborted Callback Attempts
A callback is aborted when CCaaS attempts to call back the client and gets no interaction — the client doesn't answer. CCaaS makes 3 attempts by default; this is configurable.

Updated 8 days ago