Determining Skillset Of Calls Returned To Queue-Symposium 1

[TheresaWilliams]

Good morning....Does anyone know if there is a report or how to identify the skillset of calls returned to queue? The only place I can find it is call by call stats but since we are returning over 450 calls per month to queue this can become very difficult and time consuming. Thank you!

 

[cherylhelm]

Theresa - you cannot get the number of calls returned to queue based on the skillset. It is an agent database field - mainly because it is a function of an action taken by an agent and not the skillset. (The call by call report provides all details and is very cumbersome to decipher.)Go to the standard agent performance report and the last 2 columns of that report say - Return from Time out and Return to queue. The one on the far right is the number of times for this agent (or if looking at the summary for all agents at the top) this is the number of calls which were returned to queue based on the ring timer defined in the call presentation class assigned to that agent.
If it is the column second from the right - Return to Queue - this is the number of times the agent "bumped" the call back to queue (to the skillset) by pressing the not ready key or the DN key.
If your objective is to determine which call types (Calls to what skillsets) are being returned to queue then call by call is about it.

 

[effort1584]

Depends upon the version. If this is Symposium then it is not possible. However if you have Contact Center Manager 7 or AACC then you can get the basics of what you are looking for in a Contact Summary report. This report can be filtered by Skillset and the number of times a particular call has been returned to queue (more than 0 for example). This won't give you a total count (you would need to add up the number). Since this information is in the database you could use the Report Creation Wizard or Excel to total the number.

On another note I would put some serious effort into reducing this number. Customers are impacted by this in addition to trashing other stats (answer speed, abandons, etc.). Sounds like some agent training is needed.