Common Skill CSQ Activity Report

The Common Skill CSQ Activity Report presents summary information about calls presented, handled, and abandoned for each group of Contact Service Queues (CSQ). CSQ groups consist of CSQs that are configured with the same skills and with different competence levels. (Such groups consist of CSQs that are configured with the same skills and with different competence levels.)

This report is designed for customers who have logical CSQs configured. A logical CSQ is a group of CSQs configured with the same skill, but with different competence levels. When a call comes in to a script that uses the "logical CSQ" approach, it first goes to the CSQ with the lowest skill level. If the wait time exceeds the predefined threshold, then the call goes to the next higher skill level. The same incoming call can flow within the same group of CSQs.

This report shows information for each 30 or 60-minute interval within the report period. It is particularly useful for logical CSQs. If you do not have logical CSQs configured, you can use other CSQ reports (Contact Service Queue Activity Report and Contact Service Queue Activity Report by Interval/CSQ).

Charts

The following chart is available:

Chart name	Description
Common Skill CSQ Activity Report	Displays number of handled calls and abandoned calls for a day.

Fields

The report includes a table that displays the following information:

Field	Description
Skills	Skills that are associated with the CSQ to which the call is routed.
Interval Start Time	Start date and time of each 30 or 60 minute interval or the start date and time for the report range.
Interval End Time	End date and time of each 30 or 60 minute interval or the end date and time for the report range.
CSQ Name	Name of the CSQ that routed the call to the agent.
Calls Presented—Total	Calls offered to each individual CSQ within the group, regardless of whether the agent answered the call. Summary info—Sum of values in this column.
Calls Presented—Avg Queue Time	Average queue time for the calls routed to the CSQ.
Calls Presented—Max Queue Time	Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or rejected).
Calls Handled—Total	Number of calls that are handled by the CSQ. A call is handled if a caller is connected to an agent while queued for this CSQ. Summary info—Sum of values in this column.
Calls Handled—Avg Handle Time	Average handle time for all calls that the CSQ handled. Handle time = Talk time + Hold time + Work time Summary info—Overall average handle time = Total handle time / Total calls handled
Calls Handled—Max Handle Time	Longest handle time for any call that the CSQ handled. Summary info—Maximum value in this column.
Calls Abandoned—Total	Number of calls that are routed to the CSQ but are not answered by an agent because the caller hung up or is disconnected. Summary info—Sum of values in this column.
Calls Abandoned—Avg Queue Time	Average time that the calls spent in the queue before being abandoned.
Calls Abandoned—Max Queue Time	Maximum time a call spent in the queue before being abandoned.
Service Level—Percentage SL Met	(Calls handled within service level / Calls presented) * 100% Summary info—Overall percentage.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.
Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.
Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

CSQ Names

Displays information for the specified CSQs.

Grouping criteria

Data is grouped by the following field:

Field	Result
Skills	Sorts data by skills.