Contact Centers, CRM Customer Engagement

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  • 1.  AACC Reporting: Looking for Skillset report w/Calls offered & more

    Posted 02-19-2019 07:21 AM
    We are on AACC-AML v7.0.2 and we have Report Generator.  Our reporting specialist is looking to find out how to created a report that shows calls offered, answered and abandoned at the SKILLSET level, and providing average talk time.

    She can generate calls offered at the Application level via an app performance report.  That will show calls answered, but we are looking for that data (offered / answered / abandoned) at the Skillset level.

    Is this even possible?

    Thanks in advance for the help.


    ------------------------------
    Kevin Schmaltz
    Unified Communications Engineer
    Ace Hardware Corporation
    schmal@acehardware.com
    ------------------------------


  • 2.  RE: AACC Reporting: Looking for Skillset report w/Calls offered & more

    Posted 02-27-2019 11:32 AM
    I recommend pulling down a copy of the Contact Center Performance Management Data Dictionary (for 7.0.2, Issue 6.04, Nov 2017). The table your report writer is looking for is the SkillsetStat views. Depending on the interval you're looking for you prefix the table with the interval. (i for 15 minute interval, d for daily, w for weekly, m for monthly). So if you want Offered, Answered you for 15 minute intervals, you would pull data from the iSkillsetStat table.

    Please note that Abandons do not happen at the Skillset level. So you cannot determine abandons.
    Please also note that Application level data does not include calls that Terminate (which is only tracked at the CDNStat level.)

    ------------------------------
    John Williams
    Voice Architect
    Maximus
    Albany
    ------------------------------



  • 3.  RE: AACC Reporting: Looking for Skillset report w/Calls offered & more

    Posted 03-04-2019 01:32 PM
    John, 

    Thank you for the feedback!

    Our reporting specialist found just that in the iSkillsetStat table

    iSkillsetStat.RCW_SkillsetNameID
    iSkillsetStat.Skillset
    iSkillsetStat.Application
    iSkillsetRCW_ApplicationNameID
    iSkillsetCallsOffered
    iSkillsetCallsAnswered
    iSkillsetStat.SkillsetAbandoned
    iSkillsetStat.RCW_AverageTalkTime
    iSkillsetStat.Timestamp

    Duly noted that abandons do not happen at the skillset level.

    Kevin


    ------------------------------
    Kevin Schmaltz
    ITS Network Engineer
    Ace Hardware Corporation
    6309908689
    ------------------------------



  • 4.  RE: AACC Reporting: Looking for Skillset report w/Calls offered & more

    Posted 03-04-2019 02:17 PM
    Happy to help

    You can pull the value from the skillsetabandoned field, but just be sure to have the report author read the description of the field to understand when it pegs. Also read all of the relevant formula mentioned in the historical data dictionary for the tables and fields being used.

    For example, If you need unique values so that you can sum for call-center-wide statistics, then you want the virtual fields, like VirtualCallsAbandoned.
    or
    CallsAnsweredInOtherSkillsetorTerminated  = (CallsOffered - (CallsAnswered + SkillsetAbandoned))

    One of the things that I see frequently misunderstood is that all of the oldest fields only describe behavior that is associated with the specific skillset in question. But, if your application queues the caller to multiple skillsets, it will peg offered/abandoned in each skillset. (Because the abandon happens at the application level and trickles down to the other levels.)

    But answered will only peg in the skillset where the call is answered, which can lead to perceived gaps in the reporting. (e.g., Q: "Why does skillset A have 500 offered, 300 answered, 50 abandoned? Where are the other 150 calls going?" A: "Either terminated or answered in other skillsets, which we can to determine based on other metrics and configuration data.")


    You get a more complete picture of abandons if you pull them at the application level-- you still have the CallsTerminatedApproximation = (ApplicationCallsOffered - (ApplicationCallsAnswered - ApplicationCallsAbandoned).

    The only place were terminations are tracked is CDN and DNIS tables. (Even though a termination happens usually because of something like DISCONNECT or similar command in the application.)

    ------------------------------
    John Williams
    Architect, Voice
    Maximus
    Albany NY
    ------------------------------



  • 5.  RE: AACC Reporting: Looking for Skillset report w/Calls offered & more

    Posted 03-05-2019 07:23 AM

    Nice to see someone else still using AACC.

     

     

    Joe Foley
    Telecom Engineer
    Enterprise Technology Group

    ACIS NCSS NCTS

    Fiserv

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