Skill OmniChannel Time Interval
Skill call, callback, message, and email statistics broken down by time interval, one sub-report per skill.
The Skill OmniChannel Time Interval report shows each selected skill's call, callback, messaging, and email statistics, broken down by the selected time interval into a separate sub-report per skill. It is a Time row type Time-Based report, grouped by skill, 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 |
|---|---|
Time Interval | The time interval being reported on. |
Calls Presented | The number of calls in which the skill had at least one Ringing or Queue event. |
Calls Answered | The number of calls that included at least one Talking event with the skill. |
Answered Calls Percent | The percentage of presented calls that were answered. |
Calls Missed | 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. |
Accepted Callback Percent | The percentage of scheduled callbacks that were accepted by the caller. |
Avg Talking Duration | The average duration of all Talking events associated with the skill. |
Avg Call Duration | The average duration of all calls 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. |
Total Message Duration | The total duration of messaging conversations associated with the skill. |
Email Count | The number of emails associated with the skill. |
Total Email Duration | The total length of time the skill's emails remained open before being resolved. |
Avg Email Duration | The average length of time the skill's emails remained open before being resolved. |
Updated about 4 hours ago