The following table provides information about the fields available on the Inbound Skills Information tab:
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Name
|
Description
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Inbound Skill
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Displays the name of the inbound skill.
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ASA
|
Displays the average time in which the agent answers the calls.
ASA and Service Level are not applicable if you are running skill-based campaigns through AACC.
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Service Level
|
Displays the achieved service level for parameters of the job action.
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Queue Length
|
Displays the number of calls in the wait queue for inbound skills.
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EWT High
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Displays the Expected Wait Time (EWT) for the calls that are queued at high priority for the corresponding split/skill before the calls are answered.
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EWT Medium
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Displays the Expected Wait Time (EWT) for the calls that are queued at medium priority for the corresponding split/skill before the calls are answered.
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EWT Low
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Displays the Expected Wait Time (EWT) for the calls that are queued at low priority for the corresponding split/skill before the calls are answered.
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