The Skill Statistics Summary report shows metrics that are specific to each skill generated from the scorecard and call metadata. To access the Skill Statistics Summary report, on the WFO tab, click Conversation Reporting > Skill Statistics Summary.
- To access a report for a different period or for different parameters, use the Advanced Search icon (
). For more information, see Creating a Saved Search - To add the report as an automated report, see Creating Automated Reports.
- To export a report to a Microsoft Excel workbook, click the Export icon (
). - To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Report Data Descriptions
The report shows the detailed statistics of the total and scored skills, scores, average silence, average agent and customer sentiments, and average talk over percentage per skill.
| Item | Description |
|---|---|
| Skill Name | Name of the skill. |
| Total Calls | Total number of calls with which the skill is associated. |
| Total Scored | Total number of calls with the skill that are scored. |
| Scored | Percentage of scored calls. |
| Avg Score | Average score for the skill. |
| Avg Duration | The average duration of the call with the selected skill. |
| Avg Silence | The average silence time in the call from both agent and customer. |
| Avg Talk Over | The average talk over time in the call from both agent and customer. |
| Avg Agent Sentiment | The average sentiment from the agent. |
| Avg Customer Sentiment | The average sentiment from the customer. |
Clicking on the highlighted values takes you to the Search and Score dashboard to view detailed information.