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 export a report to a Microsoft Excel workbook, click the Exporticon ().
To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
To refresh the list, click theRefreshicon ().
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.