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Application Performance and Skillset Performance reports AACC 6.4

Application Performance and Skillset Performance reports AACC 6.4

Application Performance and Skillset Performance reports AACC 6.4

(OP)
hello, need some help on the canned reports that come w/AACC 6.4.

we have one of our call centers running the Application Performance report as well as the Skillset Performance report from the Others tab. their complaint is that the reports don't show enough stats or the skillset performance report is limited. any suggestions?

RE: Application Performance and Skillset Performance reports AACC 6.4

Use RCW and create their own custom reports or if you don't want to use RCW, then use whatever they have available to them to create their own custom report.

RE: Application Performance and Skillset Performance reports AACC 6.4

(OP)
what is RCW? Also, does anyone have a layman's explanation of these 2 reports?

• Application Performance Report

The Application Performance report provides summarized performance information about your
Contact Center Manager applications. The report gives an overview of contacts accepted, delayed,
and abandoned, as well as the percentage of contacts that achieved a minimum service level. The
report tracks contacts routed to the specified application (master or primary call script). This report
can be particularly useful to determine the efficiency of the service your center provides to specific
contact types and customers.

• Skillset Performance Report

The Skillset Performance report provides summarized contact handling performance information for
each skillset defined on your system. For network skillsets, only local contacts are included. The
report lists the total number of local contacts answered by agents for the skillset, the number and
percentage of local contacts agents answered after a predefined service level threshold, the
maximum delay a caller experienced, and the total time all agents are busy serving contacts in the
skillset.

RE: Application Performance and Skillset Performance reports AACC 6.4

RCW is Report Creation Wizard.

If the canned reports doesn't provide them the detail they're looking for, then the only option they have available to them is to create their own. This way they can pull any data they want and massage it anyway they want.

RE: Application Performance and Skillset Performance reports AACC 6.4

(OP)
ok thanks. Is there anyone that can give see the report definitions above and give me a simpler response in layman's terms?

RE: Application Performance and Skillset Performance reports AACC 6.4

(OP)
Also, why doesn't the Skillset Performance report provide stats on Calls Abandoned?

RE: Application Performance and Skillset Performance reports AACC 6.4

You have to be careful with counting abandons at skillsets. If a call queues to more than 1 skillset it will count as abandon in both. If you do not understand queuing of skillsets it is safer to use the application report.

I don't use RCW so can't help there, I am an Excel guy!

RE: Application Performance and Skillset Performance reports AACC 6.4

Download the Data Dictionary(https://support.avaya.com/documents/), it will list each report and provide the detail in layman terms, even provide you with the table to use if you wish to use RCW.

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