Application Performance/Skillset Performance

[nconick]

What are the differences between these two reports in Contact Center Historical Rporting? Thanks.

 

[Utreg]

An application is a script, under the master_script, where a call is handled with f.e. wait loops and messages and were you route (QUEUE) to a Skillset.
Agents are allocated to Skillsets so I prefer running the Skillset performance report (since the times mentioned in the application report will be longer)

In short:

Incoming call
|
Masterscript
|
----------------------------------- |
Application (scripting) |
| = Application report
Skillset | = Skillset report |
------------------------------------|

For more info on reports see the 'Performance Management Data Dictionary':

http://downloads.avaya.com/css/P8/documents/100178586

 

[effort1584]

It is important to understand the goal of the report to know which of these reports to run. In addition to that you need to understand a little about your design.

If you are looking at abandon call rates, and a call queues to more than one skillset the better report is the application report. The skillset report can be misleading in this case as the call could abandon on more than one skillset. You can only have one application, therefore there are no scenarios that would cause more than one abandon to appear in a single call.

General guidelines: Application reports are typically a more true representation of the customer experience. Skillset reports are a better representation of the portion of the call where you have an opportunity to influence how quickly the call was answered. For example if you have a mandatory message play telling callers the call may be recorded, and that message plays in the application before you queue the call because you want everyone to hear it before they get answered, then the application report will show the answer delay including the message time. The skillset report would not include the message time. However, please note some of the application reports also include skillset wait time so you get both for a more complete picture.

There are ways to design to minimize or even eliminate any meaningful difference in the application and skillset delay.

 

[nconick]

Thank you both for your responses.