12.6.1. Reports with the Natterbox Skills Objects

Here are some common reports you can build with the Natterbox Skills Object… 

Q1. How can I report on a list of users by skills? 

• Report type = Natterbox Users with User Skills and Skills

• Filter on Natterbox User: Created Date = All Time

• Group by Skill: Name or Natterbox User: Name depending on how you want to see the info

• Add in the fields Proficiency or Proficiency Value to see the skill level.

Q2. What is the average handle time of each agent by skill?

• Report type = Call Reporting with Requested Skills and Skill

• Filter on a time field, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH…

• Filter on From Call Type = Connected

• Filter on Call Direction = Inbound

• Group rows by Skill: Name

• Add a row-level formula

  • Label = Handle Time

  • Formula = Wrapup Duration + Time Talking

  • Change the metric to average not max

• Optional:

  • Add fields: From Call Queue Last Queue, To Natterbox User, Wrapup Duration and Time Talking

Q3. How can I report on the number of abandoned calls by skills?

Please note: this uses the same criteria for ‘abandoned calls’ as above.

• Report type = Call Reporting with Requested Skills and Skill

• Filter on a time field, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH…

• Filter on From Call Queue Last Disposition  = HANGUP

• Group rows by Skill: Name

• Add the fields: From Number, From Call Queue Last Queue and From Call Queue Last Wait Seconds

Q4. How can I report on the number of inbound calls that went to voicemail by skill?

• Report type = Call Reporting with Requested Skills and Skill

• Filter on a time field, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH…

• Filter on From Call Type = Voicemail Record

• Group rows by Skill: Name

• Add the fields: From Call Queue Last Queue and From Number

• Optional:

  • Depending on whether you have enabled the press key to leave the queue, you may also want to add in From Call Queue Last Wait Seconds and From Call Queue Last Disposition. If a caller has waited the max time, they will have From Call Queue Last Disposition = TIMEOUT. If they have chosen to leave the queue, they will have From Call Queue Last Disposition = ABANDONED. You can use From Call Queue Last Wait Seconds to see how long they chose to stay in the queue.

Q5. How can I report on the number of calls that timed-out/reached the max wait time in the call queue by skill?

• Report type = Call Reporting with Requested Skills and Skill

• Filter on a time field, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH…

• Filter on From Call Queue Last Disposition  = TIMEOUT

• Group rows by Skill: Name

• Add the fields: From Call Queue Last Queue, From Number and From Call Queue Last Wait Seconds

Q6. How can I report on answered inbound calls by skill?

• Report type = Call Reporting with Requested Skills and Skill

• Filter on a time field, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH…

• Filter on From Call Type = Connected

• Filter on Call Direction = Inbound

• Group rows by Skill: Name and then To Natterbox User

• Add the fields: From Call Queue Last Queue, Time Talking, From Number, Contact, Account, Wrapup Label 0, Wrapup Duration, From Recording and To Recording

• Optional:

  • Toggle off Detail Rows to see how many inbound calls were answered by skill and then by agent.