Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • AnalyticsData Export All
  • Routing > Queue > View
  • UI > Supervisor Performance > View
  • UI > Supervisor Queue Details > View

The Skills Performance view displays statistics based on the skills and languages required for interactions as they enter a queue. These statistics can help supervisors determine performance issues with a specific skill in one or multiple queues. The statistics can also help supervisors evaluate the effectiveness of their evaluation and routing methods.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see the view, go to Performance > Workspace > Contact Center > Skills Performance.

In the view, skills and languages selected for interactions display as skill groups. If an interaction does not require any skills or languages, it counts in the None group. 

This view does not update automatically. To see the most current data, click Refresh .

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export .

View more details about a skill group

To see the queues and related metrics for a skill group, click the + beside the skill group’s row. The queues and their data display under the skill group row. 

Note: If None displays in the Queue column, then a skill group occurred without a queue.

None displayed in the Queue column of the None skill group represents non-ACD interactions. For example, if a user places a non-ACD call on hold then that call’s hold data displays in the None row under the None skill group. 

For more information about a queue, click the queue name. The Queue Performance Detail view for that queue opens with skill group and language group filters active to represent the skill group from the Skills Performance view. You can also save and export the data shown in the Queue Performance Detail view with the skill and language group filters active.

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export

Customize the view

Customize the Skills Performance view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks

To use a preset to filter metrics, complete the following steps:

  1. To display the date filter, click the date.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval Shows data for the current 30-minute time period.
Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval Shows data for a 30-minute time period.
Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

  1. To filter by media type, click the Filter icon Filter button.
  2. Select the media type. 

Notes:
  • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
  • You cannot select the voice and callback types at the same time.
  • If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
  • The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

To show or hide columns:

  1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
  2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z
  3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
  4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

    Sort by options that appear when you add or remove column
  5. Search or scroll to select the columns you want to view.
    Note: You can also use keyboard navigation to choose the columns.
  6. Click Save. The selected columns appear on the screen.
    Note: The column selections appear only after saving the changes and do not apply to the table immediately.

      To rearrange the columns, click a column header and drag it.

      To reset a view to default column settings, click Reset view to defaults .

      You can select up to 20 columns.

      For more information about the metrics shown in the columns, see the Available Columns section in this article. 

      To filter groups by skills or languages, click the Filter skills(s), language(s) search icon . Enter a skill or language for the groups that you want to view. As you enter a skill or language, the suggested search results are displayed with the filtering type on the right.

      To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

      Interaction filters

      Filter Description
      Queue

      Displays metrics for interactions associated with the selected queues.

      Filter for multiple queues at one time by entering other queues and searching again.

      DNIS

      Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

      • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      Session DNIS

      Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

      • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      User ID

      The unique system ID for the user.

      Provider

      The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

      Routing Used

      Displays the routing method that was used to get to the agent who answered the interaction.

      The routing data is relevant beginning September 5, 2020.

      Routing Requested

      Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

      The routing data is relevant beginning September 5, 2020.

      External Tag

      Displays information for interactions that have the External Tag attached to the conversation record.

      Note: External tag data is not available for web chat interactions.

      To filter by information about the Predictive Engagement journey details of the interaction:

      1. Click Filter
      2. Click the Journey tab.

      Journey filters

      Filter Description
      Has Customer Journey Data Displays data for interactions that have customer journey data related to Predictive Engagement.
      Proactive Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.   

      Available columns

      Your customizations determine which metric columns the view shows.

      Column Description
      Offer

      The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

      Answer %

      The percentage of offered interactions that an agent answered. 

      Calculated by:  (Answered / Offered) * 100

      Answered (in Answered % column)

      A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

      Abandon %

      The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

      Calculated by: (Abandoned Count / Offered Count) * 100

      Flow-out

      Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

      Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

      ASA

      The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

      Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

      Note: Raw values are provided in milliseconds.

      Service Level %

      Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues

      Note: In the DNIS Performance Summary view, the Service Level % is calculated by queue and will display as a – on the DNIS group row.  To view individual queue service level %, click the + to expand the row.

      The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

      service level calculation

      Number of Conversations Answered within SLA

      The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

      Calculated by:  (Answered Count – SLA Violation Count) 

      Total Number of Conversations

      The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

      • Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
      • Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
      • Include Abandons in Calculation: Abandons are conversations where the waiting party disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

      As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

      service level calculation formula

      Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.

      Handle

      The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

      Avg Handle

      The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

      Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

      Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

      For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

      In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.

      Avg Talk

      The average number of seconds spent interacting on a media type.

      Calculated by: Total Talk time / Count of interactions with Talk time

      Avg Hold

      The average number of seconds that interactions were placed on hold.

      Calculated by: Total Hold Time / Count of interactions with holds

      Avg ACW

      The average amount of time agents spent completing after-call work.

      Calculated by: Total ACW / Interactions with ACW

      Total Handle

      The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

      Total Talk

      The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

      Total Hold

      The cumulative hold time for all interactions.

      Total ACW

      The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

      Hold

      The number of interactions with holds.

      Transfer

      A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

      Transfer %

      The number of transfers compared to the total number of interactions answered.

      Calculated by: (# of transfers / interactions answered) * 100

      Max Abandon

      The maximum time of an abandoned interaction for the selected interval.

      Min Abandon

      The minimum time of an abandoned interaction for the selected interval.

      Avg Wait

      The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction.

      Calculated by: Total Wait Time / Interactions

      Max Wait

      The maximum amount of time spent waiting in queue for the selected interval. 

      Min Wait

      The minimum amount of time spent waiting in queue for the selected interval.

      Max Talk

      The maximum amount of time spent interacting for the selected interval.

      Min Talk

      The minimum amount of time spent interacting for the selected interval.

      Max Hold

      The maximum amount of time spent on hold for the selected interval. 

      Min Hold

      The minimum amount of time spent on hold for the selected interval.

      Max ACW

      The maximum amount of time spent on after call work for the selected interval.

      Min ACW

      The minimum amount of time spent on after call work for the selected interval.

      Over SLA

      Number of interactions that were over the defined Service Level.

      Met SLA

      Number of interactions that met the defined service level.

      Short Abandon

      Number of interactions that were short abandoned.

      Short Abandon %

      Percent of interactions that were short abandoned.

      Abandon – No Short

      Number of abandons excluding the short abandons.

      Abandon – No Short %

      Percent of abandons excluding the short abandons.

      Outbound Attempt

      Attempted outbound interactions for Dialer campaigns.

      Voicemail

      Count of voicemails received.

      Abandon

      The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

      ACW

      The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

      Max Handle

      The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

      Min Handle

      The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

      Talk

      The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

      Total Abandon

      The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

      Wait

      The number of interactions that waited in the queue.

      Avg Flow Out

      The average amount of time an interaction spends in queue before it flows out.

      Calculated by: Total Flow Out Time / Count of interactions with flow-outs

      For more information, see Queues Performance Summary view.

      Max Flow Out

      The maximum amount of time an interaction spends in queue before it flows out.

      For more information, see Queues Performance Summary view.

      Min Flow Out

      The minimum amount of time an interaction spends in queue before it flows out.

      For more information, see Queues Performance Summary view.