Skills Performance Analysis

 

The top stacked bar and line chart shows the ACD calls answered, abandoned, or overflowed out of all the selected ACD Skills between the date and time range you selected in the chart options panel. The overall service level % for all selected ACD Skills is shown by the marked line.

 

 

 

The bottom bar chart shows the number of calls answered, the average answer time, and the service level % for all selected ACD Skills.

 

As with all the bar charts, individual data series can be turned off or on by clicking the series legend on the right side of the charts.

 

 

 

 

 

The X axis of the top chart is calculated using the start and end times you entered in the chart options page. The period between the start and end times will be divided into hourly blocks and data grouped accordingly.

 

 

If you change the times and re-generate the chart the X axis will change to reflect the changes you made.

 

 

 

The start time remains the same in the screenshot above, but we've set the end time to 15:00, instead of 18:00, so the chart X axis finishes at 15:00 instead of 18:00. All charts where 'Time' is the X axis can be changed in this manner.

 

If you hover the mouse over a data series, tooltips will be displayed with additional data for the specific item.

 

 

 

Also, the data used to generate the charts can be exported into XSLX format by clicking the export icon at the bottom right of the chart tab. See Exporting Charts for details.