Skill OmniChannel Summary
Call, callback, and message statistics for each selected skill over the selected time frame.
The Skill OmniChannel Summary report shows each selected skill's call, callback, and messaging statistics over the selected time frame. It is a Skill row type Summary-style report, and carries the OmniChannel tag in My Reports.
Channel LicensingMessage columns show data only when a messaging channel, such as Web Chat, is licensed, and email columns show data only when the Email channel is licensed.
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. |
Message Count | The number of messaging conversations, such as web chat or SMS, associated with the skill. |
Answered Messages | The number of messaging conversations associated with the skill that an agent accepted. |
Avg Message Duration | The average duration of messaging conversations associated with the skill. |
Updated about 4 hours ago