This article provides information about accessing reports for Sky Contact Center, which integrates call center functionality with the Sky phone system.
Table of Contents
Accessing Sky Contact Center Reports
24 Hour Queue Report
Abandoned Calls
Agent Performance
Queues
FAQs
Accessing Sky Contact Center Reports
- To access Sky Contact Center reports, click the link below associated with the specific "SCC" instance utilized by your account:
- Log in with your 10-digit phone number and voicemail password.
- Expand the Reports column on the left-hand side of the page.
- Select the desired report.
Note that only Supervisors are enabled to access Sky Contact Center reports.
24-Hour Queue Report
The 24-Hour Queue Report displays an hour-by-hour breakdown of queue statistics over a 24-hour period. This report can be filtered by start date, end date, queue, and abandon reasons. Additionally, the breakdown can be changed from hourly to daily to show total statistics for each selected date. The following statistics are included in this report:
| Statistic | Description | Formula (If Applicable) |
| Time | Hour period or date. | N/A |
| # Calls | Number of calls which entered the queue during the time period. | N/A |
| # Hndl | Number of calls handled during the time period. | N/A |
| # Abnd | Number of calls abandoned during the time period, based on selected abandon reasons. | N/A |
| Abnd % | Percentage of calls which entered the queue that were abandoned during the time period. | [# Abnd] / [# Calls] = Abnd % |
| Avg Abnd | Average duration of call before abandonment during the time period. | [Number of seconds of all abandoned calls] / [# Abnd] = Avg Abnd |
| ASA | Average speed to answer for all calls during the time period. | [Number of seconds all calls waited to be answered during the time period] / [# Calls] = ASA |
| Talk Time | Total talk time of all calls during the time period. | N/A |
| Avg Time | Average talk time of calls during the time period. | [Talk time of all calls during the time period] / [# Calls] = Avg Time |
| Srv Lvl % | Percentage of all calls which were handled within the specified Service Level during the time period. | [Number of calls handled within the specified Service Level during the time period] / [# Calls] = Srv Lvl % |
Abandoned Calls
The Abandoned Calls report displays a detailed view of all abandoned calls over a specific range of dates or selected time frames. This report can be filtered by start date, end date, queue(s), and abandon reason(s). Additionally, calls that are less than a specified duration can be filtered out of the report. The following statistics are included in this report:
| Statistic | Description |
| Call Start | Date and time at which the call entered the system. |
| ACD Entry | Date and time at which the call entered the queue where the call was abandoned. |
| CNAM | If the calling party is using the CNAM service, the caller's name may be displayed along with or instead of the calling number. |
| Caller ID | Inbound caller's telephone number. |
| DNIS | The internal Sky number associated with the queue that received the call. |
| ACD Start | Queue in which the call initially entered within the system. |
| Abnd Time | Date and time at which the call was abandoned. |
| Abnd Reason | Reason for abandon. |
| Redirect | Destination of call if the call was redirected due to DTMF entry or Timeout. |
| Call End | Date and time at which the call ended. |
| Duration to Abnd | Duration of the call from the time it entered the queue in which it was abandoned to the time the call was abandoned. |
| Total Call Duration | Total duration of the call from the time the call entered the system to the time the call was abandoned. |
Agent Performance
The Agent Performance report has an "Individual Summary" option that provides statistics for one or many agents, as well as a "Group Summary" option that provides a single row of summary data for each selected agent over a specified range of dates or selected time frame.
Individual Summary
This report is available by selecting "Individual Summary" in the "View" menu. The following statistics are included in this report:
| Statistic | Description |
| Time since last ready | Time displayed for each state change since agent was last in the Ready state. |
| Ready | Date and time for each state change when agent entered the Ready state. |
| Away | Date and time for each state change when agent left the Ready state and entered an away state. |
| Ready Duration | Total duration of Ready state for each state change entry. |
| Away Reason | The away state that the agent entered for each state change entry. |
| ACD | Queue in which the agent's state changed for each state change entry. |
| # Handled | Total number of calls handled during Ready state for each state change entry. |
| Avg Handled Time | Average duration of calls handled by the agent during Ready state for each state change entry. |
| Avg Calls Per Hour | Average number of calls handled by the agent per hour during Ready state for each state change entry. |
Group Summary
This report enables you to easily compare performance data for individual agents. This report is available by selecting "Group Summary" in the "View" menu. A "Show/Hide Away Reasons" button enables you to show or hide the duration and percentage of time that each agent spent in each of the configured away states.
The following statistics are included in this report (when hiding the Away Reasons):
| Statistic | Description | Formula (If Applicable) |
| Agent | Information identifying each agent including username, first name, and last name. | N/A |
| Num Missed Calls | Number of calls the agent rejected. | N/A |
| Total Away Time | Overall time the agent was unavailable. | N/A |
| Total Away % | Percentage of time the agent was unavailable while logged into Sky Contact Center. | [Total Away Time] / [Total Logged In Time] = Total Away % |
| Total Talk Time | Overall time on the phone. | N/A |
| Total Logged In Time | Overall time logged in to Sky Contact Center. | N/A |
| % Time On Call | Percentage of available time on the phone. | [Total Talk Time] / ([Total Logged In Time] - [Total Away Time]) = % Time On Call |
| After Call Work | Wrap up time (time after the last call ended, but before the next call was offered). | N/A |
| Idle Time | Available time minus After Call Work time. | [Total Logged In Time] - [Total Talk Time] - [After Call Work] = Idle Time |
| Number Of Calls | Number of calls the agent handled. | N/A |
| Avg Talk Time | Average amount of time that agents were connected to calls. | [Time spent on all calls answered by agent] / [# Calls] = Avg Talk Time |
Note: When the "Show/Hide Away Reasons" button is used to show additional data, the duration and percentage of time that each agent spent in each of the configured away states is displayed in columns to the right of the Avg Talk Time column.
Queues
The Queues report is very similar to the 24-Hour Queue Report, however, this report differs in that it displays queue history with detailed statistics for one or many queues broken down by larger time intervals for off-peak hours and by hour for workday hours (6AM-8PM). This report can be filtered by one or more queues, one or more abandoned reasons, and a range of dates. In addition, this report can also be broken down by day/week/month instead of by hourly intervals. Statistics included in this report are the same as those found in the 24-Hour Queue Report.
FAQs
Q: Why doesn't the Srv Lvl % match the number of calls taken by queue agents?
A: Srv Lvl % represents how many calls were answered within the specified Service Level (per queue setting). It does not represent percentage of calls answered in general.
Q: What are the differences between Abandoned Reasons?
A: The different Abandoned Reasons are as follows:
- Timeout - The maximum wait time in the queue was reached, and the queue call overflowed to the designated Timeout Redirect Extension. The destination can be seen in the "Redirect" column.
- Hangup - The caller hung up before the call could be answered by a queue agent.
- DTMF Key - The caller pressed an available DTMF option and was redirected out of the queue. The destination can be seen in the "Redirect" column.
Q: What does the "Fake Away" Away Reason designate within an Agent Performance report?
A: Reporting utilizes the "Fake Away" Away Reason as an artificial end to the report when a report would otherwise have no end (e.g. - If a report is being run on the current day, and the agent is still logged in to the queue system).
Q: Why does the # handled at the top of the Agent Performance report does not match the summary at the bottom?
A: This can happen if calls are entering the queue before midnight and being answered after midnight. If the report is run for the week the numbers will match.
