From Bright Pattern Documentation
Jump to: navigation, search
• 3.10 • 3.11 • 3.12 • 3.13 • 3.14 • 3.15 • 3.16 • 3.17 • 3.18

Requested Skills Report

This report shows demand for different skills defined in your contact center. The skills are arranged according to their groups, and the report shows requests for each individual skill and the totals for the group. Note that if a call requested several skills, it will be counted separately for each requested skill in all metrics of this report. Metrics in this report include campaign calls.

All metrics in this report are calculated for interactions of call and chat media types only.


Metric Name Description
Average Speed of Answer Average time that answered calls requesting this skill spent waiting in the service queue and ringing desktop before being answered.
Number of Calls Received Total number of calls that requested this skill in the given reporting interval.
Number of Calls Queued Number of calls requesting this skill that entered the queue.
Number of Calls Answered Number of calls requesting this skill that were answered by agents.
Overflow Calls Number of calls requesting this skill that were routed to overflow destinations.


< Previous | Next >
< Previous | Next >