Skill Call Volume
The Skill Call Volume report is a Time Interval report. This means that the report lists performance-related inbound call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.) for the selected Xima CCaaS Skills. The desired time interval can be select when running the report, or you can leave it as the default, which is “Days of Week.” This report will provide overall inbound call traffic statistics throughout the selected time interval.
The Skill Call Volume report is separated into sub reports based on the skills you select. Once the skills have been selected, each sub report lists the selected skills, with columns showing the skill's specific statistics. The report is separated by skills. To see each skill's information in full detail, click "open," which is located at the end of each skill's column.
Report Column Descriptions
Time
This column displays the selected time interval. This row changes depending on the row (time interval) selected at run time.
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.
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 during the given time interval
Callbacks Accepted
This column displays the total number of callers that accepted a scheduled callback during the given time interval
Callbacks Cancelled/Aborted
This column displays the total number of callers that canceled/aborted a scheduled callback during the given time interval.
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 selected skill during the given time interval
Avg Call Duration
This column displays the average duration of all calls associated with the selected skill during the given time interval
Updated 5 months ago