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The Target time to answer outcomes by presented skills tile displays offered interactions from queues, the overall result of interactions accepted with provided target durations, and detailed numbers of accepted and abandoned interaction interactions within and after the provided target duration. Data is presented from the perspective of presented skill. The number interactions abandoned before target duration are excluded from calculating from calculating Within target %.
The Target time to answer outcomes by presented skills tile contains the following values:
- Presented skills—the name of the skills that the interaction was tagged with when it entered the queue.
- Offered—the number of interactions that were offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence.
- Within target %—the percentage of interactions offered from queues, with respective presented respective presented skill assigned, that were accepted by agents below or at the target duration provided in the filter.
- Accepted within target duration—the number of interactions offered from queues and accepted by agents below or at the provided target duration.
- Accepted after target duration—the number of interactions offered from queues and accepted by agents after provided target duration.
- Abandoned after target duration—the number of interactions ended by external party after target duration when in the queue.
- Abandoned within target duration—the number of interactions ended by external party before or at target duration when in the queue. Abandoned within target duration interactions are excluded from calculating Within target %.
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Within target trend (last 7 days) and Within target trend (last 90 days) tiles
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