Queue - Skill Match Reports

Queue Skill Match Reports show information from the selected queue perspective. There are 3 reports; the daily, hourly and quarter-hourly reports have similar structure and data content. Only the reported time intervals are different. Reports are based on the data in the Contact universe in SAP BusinessObjects Business Intelligence.

They answer questions like:

  • What kind of skills and skill combinations are most frequently required?

  • How well can we match the skill demand with the current agents?

  • Do I need to adjust the agent assignments, or routing parameters, or do I need to arrange targeted training for my agents?

The reports can be sorted by Queue and Skill. The reports are also expandable / collapsible in this order.

There are two columns for each skill, and skills are listed in alphabetical order.

To filter data displayed in the reports, define the following filters:

Table 1. Filters
Filter parameter Description

Year/Month/Day

Choose one of the years/months/days available in the time dimension. The default value is defined by the day previous to the current day.

Queue

Choose the queue of interest.

Channel

Choose the contact type. The default value is All.

Queue

Choose the queue. The default value is All.

Skill Requirement

Choose the required skill levels included in this report. The default value is All.

Agent Skill

Choose the skills and their levels of the agent included in this report. The default value is All.

Response

Choose the response types that are included in this report. The default values are Answered-in-Time and Handled.
Table 2. Report column descriptions
Column Description

Number

Number of contacts having the specified skill

Match %

Percentage showing how the skill requirements of the conversation and the agent’s skills have matched

It's calculated with formula: 100 x sum of agent skill levels / sum of conversation's skill requirements.

If the conversation is transferred to another queue and the Clear Old Skills setting is not selected, the sum contains cumulated skill requirements.

Example: Queue1 has skill requirement 5 for one skill and Queue2 has skill requirement 3 for another skill. A conversation has been transferred from Queue1 to Queue2 and an agent with skill levels 4 and 2 has accepted the conversation. Skill match = 100% x (4 + 2) / (5 + 3) = 75%
Note: Skill match calculation ignores possible skill reductions. This means that skill match calculation uses the original skill requirements instead of the potential reduced skill requirements.

Note that contacts are not reported when a contact overflows from a queue with skill definition to another queue that has the Clear Old Skills setting selected in System Configurator (Queue Management > Queues > Contact Management).