CCM Skillset Calls Definitions?

[110BlockHead]

I'm trying to help my management decipher a CCM historical report for Application Peformance. They are asking for a legend defining the folowing skilset call criteria:

Offered, Answered, Answer Delay, Avg Ans Delay, Max. Anwer Delay, Ans After Threshold, Abandoned, Max. Aban'd Delay, Aban After Threshold, Ans Delay Skillset, % Service Level

Can anyone help me put these into simpler English? I have the Contact Center Performance
Management Data Dictionary. But I haven't had much luck finding information.

Thanks for any assitance.

 

[Nodal]

In the Contact Center Performance Management Data Dictionary go to section Contact Center Manager Data Dictionary, then Summarized Historical Statistics. Based on the type of report you produce you can scroll through that report type for definitions. Hope this helps.

 

[110BlockHead]

Thanks Nodal. I found Applicatin Stat Views. That will be a good start.