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OVERVIEW WITH ALL SKILLSETS

The following explains the fields that are represented in the Overview with all skillsets report:

Cut-Off Acceptable Score (COAS)

This report presents the number of contacts and the average score group by COAS.

:

• Category: Have 3 categories: above COAS, equals COAS, below COAS
• Amount:  Number of contacts.
• Average:  Average score.

Worst Quadrants

This report presents the worst quadrants for 3 categories: date, day of week and hour.

• Worst date: The date that the average score is lowest.
• Worst day of week:  The day of the week that average score is lowest.
  
• Worst hour:  The hour that average score is lowest.
  

Overview by date and time

• Summary by Hour

  
  

• Summary by Day of Week

  
  

• Weekly summary

  
  

• Monthly summary