Skill Report Value Definitions

Abandoned Call Count

This value shows the total number of inbound calls associated with the given skill that did not end in a Talking or Voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

For a list of filter definitions for Abandoned Call Count, see the Report Filter Criteria article.

Abandoned Calls in Queue Percent

This value shows the total percent of calls associated with the given skill that were abandoned while in the queue. An abandoned call is a call that did not end in a talking or voicemail event.

For a list of filter definitions for Abandoned Calls in Queue Percent, see the Report Filter Criteria article.

Abandoned Calls Percent

This value shows the total percent of calls associated with the given skill that were abandoned. An abandoned call is a call that did not end in a talking or voicemail event.

For a list of filter definitions for Abandoned Calls Percent, see the Report Filter Criteria article.

Abandoned Chat Count

This value displays the total count of external chats that were abandoned by the given skill(s). A chat is considered abandoned when the chat ends in any event other than "chatting". Most often this is in a scenario when the client closes the chat while they are in the chat queue, or without hitting "end chat".

Note: This value requires the Contact Center Web Chat license. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.

For a list of filter definitions for Abandoned Chat Count, see the Report Filter Criteria article.

Abandoned Wait Duration

This value shows the total, maximum, minimum, or average duration that a caller waited before abandoning the call for a specified skill. An abandoned call is a call that did not end in a talking or voicemail event.

For a list of filter definitions for Abandoned Wait Duration, see the Report Filter Criteria article.

ACW Count

This value shows the total number of times an agent was in a state of After Call Work while logged into the given skill(s).

The Agent After Call Work feature is a feature of the Voice Agent license. It provides a screen pop for the voice agent upon completion of a call. In the ACW state, the agent will not receive calls until the ACW duration ends. By default, the agent will automatically be in an ACW state for 30 seconds when a call ends. This, of course, can be adjusted in the Xima CCaaS system settings.

In addition to being provided the default 30 seconds, the agent will have the option to "snooze" the ACW state, which provides the agent additional time in the ACW state. The "snooze" duration

For a list of filter definitions for ACW Count, see the Report Filter Criteria article.

ACW Duration

This value shows the total, maximum, average, or minimum duration an agent spends in the After Call Work state while logged into the given skill(s).

The Agent After Call Work feature is a feature of the Voice Agent license. It provides a screen pop for the voice agent upon completion of a call. In the ACW state, the agent will not receive calls for their skill(s) until the ACW duration ends. By default, the agent will automatically be in an ACW state for 30 seconds. This, of course, can be adjusted in the Xima CCaaS system settings.

In addition to being provided the default 30 seconds, the agent will have the option to "snooze" the ACW state, which provides the agent additional time in the ACW state. This number of times that an agent can snooze the ACW feature can also be configured in the Xima CCaaS system settings.

For a list of filter definitions for ACW Duration, see the Report Filter Criteria article.

Agent Speed of Answer

This value shows the total, maximum, minimum, or average time it took for agents in the given skill to answer their phones when an Inbound call came to them.

Speed of answer is defined as the total duration of Ringing events associated with an agent before a call's first Talking event.

For a list of filter definitions for Agent Speed of Answer, see the Report Filter Criteria article.

Answered Call Count

This value shows 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.

For a list of filter definitions for Answered Call Count, see the Report Filter Criteria article.

Answered Calls Percent

This value shows the total percent of inbound calls that were answered by the agent(s) in the given skill(s). A call is considered answered when the call includes at least one talking event with the given agent, meaning that agent answered the call.

For a list of filter definitions for Answered Calls Percent, see the Report Filter Criteria article.

Answered Chat Count

This value shows the total number of external web chats that were answered by agents for the given skill(s).

Chats are initiated from your website between a customer and your agent. When a chat is initiated it will be presented to an available agent. The agent then has a certain amount of time to accept or decline the chat. After said certain amount of time, if the agent doesn't accept the chat, then it will be presented to another agent. This value will show how many of the presented chats the agent accepted (answered).

Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the channel has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Answered Chat Count, see the Report Filter Criteria article.

Average Calls per Hour

This value shows the average number of calls in which the agents in the given skill(s) participate every hour over the selected time frame.

For a list of filter definitions for Average Calls per Hour, see the Report Filter Criteria article.

Average Daily Call Count

This value shows the average number of calls in which the agents in the given skill(s) participate every day over the selected time frame.

For a list of filter definitions for Average Daily Call Count, see the Report Filter Criteria article.

Call Count

This value shows the total number of calls associated with the given skill(s).

For a list of filter definitions for Call Count, see the Report Filter Criteria article.

Call Count with Event Sequence

This value shows the total number calls that contains the specified event sequence for the given skill. An event sequence is a list of call events that proceed or follow another event. For example a queue event, followed by ringing, followed by talking)

Note: The event sequence will be configured when selecting thise value.

For a list of filter definitions for Call Count with Event Sequence, see the Report Filter Criteria article.

Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the given skill(s).

For a list of filter definitions for Call Duration, see the Report Filter Criteria article.

Call Duration with Event Sequence

This value shows the total, maximum, minimum, or average duration of calls that contain the specified event sequence for the given skill. An event sequence is a list of call events that proceed or follow another event. For example a queue event, followed by ringing, followed by talking)

Note: The event sequence will be configured when selecting this value.

For a list of filter definitions for Call Count with Event Sequence, see the Report Filter Criteria article.

Chat Count

This value shows the total number of inbound chats associated with agents in the selected skill(s). Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat Count, see the Report Filter Criteria article.

Chat Duration

This value shows the total, maximum, minimum, or average duration of all external web chats associated with the selected skill(s). (The desired duration can be selected while configuring this value.)

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent enabled in the skill.

Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the Web Chat channel has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Chat Duration, see the Report Filter Criteria article.

Chat Speed of Answer

This value shows the total, maximum, minimum, or average amount of time that it took agents in the selected skill(s) to answer the chat when it was presented.

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat Speed of Answer, see the Report Filter Criteria article.

Chats including Phrase Count

This value shows the total number of instances in which a specific key word or key phrase is used or said during the chat sessions. (The key word/phrase can be established when configuring the value.)

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat including Phrase Count, see the Report Filter Criteria article.

Chats including Phrase Percent

This value shows the percent of instances in which a specific key word or key phrase is used or said during the chat sessions. (The key word/phrase can be established when configuring the value.)

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat including Phrase Percent, see the Report Filter Criteria article.

Event Count

This value shows the total number of specified events associated with the given skill(s). The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Count, see the Report Filter Criteria article.

Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given skill(s). The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Duration, see the Report Filter Criteria article.

Handled Call Count

This value shows the total number of inbound calls in which agents within the given skill(s) had a talking event.

For a list of filter definitions for Handled Call Count, see the Report Filter Criteria article.

Handled Call Duration

This value shows the total, maximum, minimum, or average duration of all inbound calls in which agents within the given skill(s) had a talking event.

For a list of filter definitions for Handled Call Duration, see the Report Filter Criteria article.

Inbound Call Count

This value shows the total number of inbound calls that contained at least one event associated with the given skill(s), meaning the skill was involved in the call.

Note: This column includes calls that the skill may not have actively participated in. For example, an inbound call that goes directly to the group's voicemail will appear in this column. To find calls that the group had an opportunity to participate in, use Presented Call Count.

For a list of filter definitions for Inbound Call Count, see the Report Filter Criteria article.

Inbound Call Duration

This value shows the total, maximum, minimum, or average duration of inbound calls that contained at least one event associated with the given skill(s), meaning the skill was involved in the call.

For a list of filter definitions for Inbound Call Duration, see the Report Filter Criteria article.

Inbound Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events associated with the given skill.

For a list of filter definitions for Talking Duration, see the Report Filter Criteria article.

Max Calls in Queue

This value shows the largest number of calls associated with the given skill that were simultaneously waiting in queue. In other words, the highest number of calls in queue during the give timeframe.

For a list of filter definitions for Max Calls in Queue, see the Report Filter Criteria article.

MCW Count

This value shows the total number of instances that agents within the given skill(s) went into a state of MCW (Missed Call Work).

MCW (Missed Call Work) Duration is the state that your agent will be put in when they are presented a call within a skill and do not answer.

For a list of filter definitions for MCW Duration, see the Report Filter Criteria article.

MCW Duration

This value shows the total, maximum, average, or minimum duration that agents within the given skill(s) spent in a state of MCW (Missed Call Work).

MCW (Missed Call Work) Duration is the state that your agent will be put in when they are presented a call within a skill and do not answer.

For a list of filter definitions for MCW Duration, see the Report Filter Criteria article.

Missed Call Count

This value shows the total number of calls where agents within the given skill(s) were involved in at least one ringing event, but no talking events, meaning the agent missed the call.

Note:

A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

For a list of filter definitions for Missed Call Count, see the Report Filter Criteria article.

Percent of Queue Calls that Schedule Callbacks

This value shows the total percent of calls that enter into the queue for the given skill(s), then schedule a callback using the Queue Callback feature.

Note: This value requires that the Queue Callback feature be configured in the skill. If this value is added to a report, the queue callback has not been configured, then the column will appear empty as a result upon running the report. To learn how to configure the queue callback feature see this article

For a list of filter definitions for Percent of Queue Calls that Schedule Callback, see the Report Filter Criteria article.

Presented Call Count

This value shows 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.

For a list of filter definitions for Presented Call Count, see the Report Filter Criteria article.

Speed of Answer

This value shows the total, maximum, minimum, or average time it took for the agents in the given skill(s) to answer their phones when a call came to their skill.

Speed of answer is defined as the total duration of the ringing and queue events associated with the skill or the agents in the skill before the call's first talking event.

For a list of filter definitions for Speed of Answer, see the Report Filter Criteria article.