Skill Call Summary

Report Column Descriptions

Skill
This column displays the selected Xima CCaaS skill(s) in alphabetical order

Presented Calls
This column displays the total number of calls in which the specified skill was involved in at least one ringing or queue event, meaning the skill had a chance to participate in the call.

Note:

• This column does not look for talking events. A call that contains at least one ringing or queue event will count as presented, regardless of whether or not it was answered.
• An inbound call that goes directly to voicemail will not count as presented because it never rang at an agent's phone or entered a queue.

Answered Calls
This column displays the total number of inbound calls associated with the given skill that contained at least one talking event. These are calls that were handled by a live agent.

Missed Calls
This column displays the total number of calls where the given skill was involved in a ringing or queue event, but not a talking event, meaning they missed the call.

Callbacks Scheduled
This column displays the total number of calls that selected to schedule a callback for the given skill(s)

Callbacks Accepted
This column displays the total number of callers that accepted a scheduled callback for the given skill(s)

Callbacks Cancelled/Aborted
This column displays the total number of callers that canceled/aborted a scheduled callback for the given skill(s).

Note: A callback is considered aborted when the Xima CCaaS system tries to callback the client and there is no interaction with the client, meaning they don't answer. The number of attempts that the system will make is set at 3 by default, however, this can be changed to the desired number of attempts.

Total Call Duration
This column displays the total combined duration of all calls associated with the given skill(s)

Avg Call Duration
This column displays the average duration of all calls associated with the given skill(s)