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Skill Level iCube

Skill Level iCube enables you to identify the agents' performance for different skills in a selected time frame and create a report. You can use this report to identify the potential areas of improvements that the agents require in the skills. This iCube also enables you to derive a report that provides you an insight to effectively manage the agents and set appropriate goals according to their performance.

The following sections provides you details on the Skill Level iCube:

Description

The left panel, titled, DASHBOARD DATASETS contain the most common attributes and metrics used for analysis.  

You can start your analysis in a variety of ways.  For example:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type. 

2. To achieve the desired analysis, from the DASHBOARD DATASETS, drag-and-drop attributes or metrics.
   
   Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATASETS to add these items into a grid in the visualization canvas. 
   Once you have added the desired attributes and metrics, in the right panel, you can change visualization to convert the grid into the desired chart type. 
   Note:Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected result.

3. To remove a metric or an attribute, under the Visualizationpanel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following examples illustrate one of the many analyses you can perform using the Skill Level iCube:

If you want to analyze number of all the abandoned calls, average time taken by the agents to abandon the calls for different skills on a weekly basis, perform the below tasks:

1. From the DASHBOARD DATASETS panel,

   1. Double-click Abandon Calls to add it to a grid.

   2. Double-click Avg time to Abandon to add it to the grid.

   3. Double-click the Week attribute to add to the grid.

   4. Double-click the Skill attribute to add to the grid.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.

3. Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format. For example, if you want to view the Average Calls Per Agent view in a percentage format, right-click Avg Calls Per Agent, point to Number Format and select the required format from the drop-down list.

Expand this link to view Skill Level iCube attributes and their descriptions:

Attributes	Description
Calendar Month	Gregorian calendar month
Calendar Week	Gregorian calendar week
Calendar Year	Gregorian calendar year
Date	Date on which the agent received, answered or abandoned the call
Hour	Hour of the day in 24 hours format
Lagging Count of Days	Count of number of days since the first data record till current day
Lagging Count of Months	Count of number of months since the first data record till current month
Lagging Count of Weeks	Count of number of week since the first data record till current week
Lagging Count of Years	Count of number of years since the first data record till current year
Skill	Ability for an Agent with a particular set of skills to handle a call which requires one of those skills
Skill Level 1	Skill hierarchy level 1
Skill Level 2	Skill hierarchy level 2
Skill Level 3	Skill hierarchy level 3
Skill Level 4	Skill hierarchy level 4
Time	Time interval for metric collection as defined in ACD

Metrics

Expand this link to view the Skill Level iCube metrics and their descriptions:

Metric Name	Description	Formula	Expected Values
% Abandoned - Calls Offered	Percentage of calls offered that were abandoned	([Sum(f_skill_call_summary.abandoned_calls)] / [Sum(f_skill_call_summary.calls_offered)])	0-100
% Actual Relative to Target	Actual service level for ACD Calls calculated against the target service level percentage	((Sum(f_skill_call_summary.target_met_acd_calls) / [Sum(f_skill_call_summary.calls_offered)]) - [Sum(f_skill_call_summary.target_percent)])	0-100
% Answered - Calls Offered	Percentage of calls offered that were answered	([Sum(f_skill_call_summary.acd_calls)] / [Sum(f_skill_call_summary.calls_offered)])	0-100
% Within Service Level-Abandons	Percentage of calls which were abandoned within the Service Level time limit	[Sum(f_skill_call_summary.sla_met_abandoned_call)] / [Sum(f_skill_call_summary.calls_offered)]	0-100
% Within Service Level-ACD Calls Answered	Percentage of calls answered in service level for split/skill	([Sum(f_skill_call_summary.answer_sla_met_calls)] / [Sum(f_skill_call_summary.calls_offered)])	0-100
%Time spent in AUX	Percentage of STAFFTIME time agents in this skill spent in AUX	([Sum(f_skill_call_summary.i_aux_time)] / [Sum(f_skill_call_summary.i_staff_time)])	0-100
Abandon Calls	The number of CALLSOFFERED that are abandoned while in queue or ringing at an agent position	Sum(f_skill_call_summary.abandoned_calls)	>=0
Acd Calls	Number of calls that are automatically directed to the agents	Sum(f_skill_call_summary.acd_calls)	>=0
Avg ACD Talk Time	Average time per call spent talking	([Sum(f_skill_call_summary.acd_time)] / [Sum(f_skill_call_summary.acd_calls)])	0 or >0
Avg ACW Time	Average time per call spent on wrapup or after call work	([Sum(f_skill_call_summary.acw_time)] / [Sum(f_skill_call_summary.acd_calls)])	0 or >0
Avg HandleTime - Skill	Average amount of time spent handling calls, including talk time, hold time, and after call work time	((([Sum(f_skill_call_summary.acd_time)] + [Sum(f_skill_call_summary.hold_time)]) + [Sum(f_skill_call_summary.acw_time)]) / [Sum(f_skill_call_summary.acd_calls)])	0 or >0
Avg Hold Time - Skill	Average time in seconds that an agent places a call on hold for a specific skill	([Sum(f_skill_call_summary.hold_time)] / [Sum(f_skill_call_summary.hold_calls)])	0 or >0
Avg Inbound ACD Time	Average of time measured from the time the agent answers the ACD call to the time when either the customer or the agent disconnects the call, calculated only for Inbound calls	([Sum(f_agent_call_summary.inbound_acd_time)] / [Sum(f_agent_call_summary.inbound_acd_calls)])	0 or >0
Avg Inbound ACW Time	Average time spent by an agents in performing tasks to close the ticket after disconnecting the call with the customer, calculated only for Inbound calls	([Sum(f_agent_call_summary.inbound_acw_time)] / [Sum(f_agent_call_summary.inbound_acd_calls)])	0 or >0
Avg Outbound ACD Time	Average of time measured from the time the agent answers the ACD call to the time when either the customer or the agent disconnects the call, calculated only for outbound calls	([Sum(f_skill_call_summary.outbound_acd_time)] / [Sum(f_skill_call_summary.outbound_acd_calls)])	0 or >0
Avg Outbound ACW Time	Average time spent by an agents in performing tasks to close the ticket after disconnecting the call with the customer, calculated only for outbound calls	([Sum(f_skill_call_summary.outbound_acw_time)] / [Sum(f_skill_call_summary.outbound_acd_calls)])	0 or >0
Avg Positions Staffed	Average number of positions staffed in a given time interval. Works only for intraday intervals.	([Sum(f_skill_call_summary.i_staff_time)] / Sum(f_skill_call_summary.time_interval))	0 or >0
Avg Speed of Answer	The average length of time that is spent by callers in queue or ringing before an agent answers the call	([Sum(f_skill_call_summary.answer_time)] / [Sum(f_skill_call_summary.calls_in_waittime_interval)])	0 or >0
Avg time to Abandon	Average time for a caller to abandon a call prior to an agent answering	([Sum(f_skill_call_summary.abandon_time)] / [Sum(f_skill_call_summary.abandoned_calls)])	0 or >0
Busy or Disconnected Calls	Number of calls that were busy or disconnected	([Sum(f_skill_call_summary.busy_calls)] + [Sum(f_skill_call_summary.disconnect_calls)])	0 or >0
Calls Offered	The number of calls that queued to the split/skill and that completed during the interval	Sum(f_skill_call_summary.calls_offered)	0 or >0
Outbound Acd Calls	The number of ACDCALLS that are placed by an adjunct (outbound predictive dialing)	Sum(f_skill_call_summary.outbound_acd_calls)	0 or >0