Skill Performance widget

The Skill Performance Widget is designed to provide real-time statistics filtered by contact center and grouped by skills. This widget is part of the existing wallboard and aims to offer valuable insights into agent performance and workload distribution based on their skillsets. It includes statistics like number of waiting calls, maximum current waiting time, number of accepted calls, abandoned calls, SLA%, average talk time and average abandoned time per skill in contact center.

Parameter	Description	Formula
Contact Center	Contact center that contains the skill. Column is shown only if 'all' contact centers option is selected in the settings.
Skill Name	Name of the skill.
Waiting	Number of calls waiting in the queue at the moment, per skill.
Max Current Wait Time	The longest wait time of the dialogues that are currently queued, per skill.
Accepted	The number of queued dialogues accepted by an Agent, per skill.
Abandoned	The number of queued dialogues that are disconnected before an agent answered, per skill.
Accepted in SLA	The number (and the percentage) of queued dialogues accepted by an Agent within Service Level, per skill.	Accepted Calls within SL / (Abandoned Calls + Accepted Calls)
Average Talk Time	The average talk time per skill.
Average Abandon Time	The average time, after which a customer disconnects while waiting for an Agent to answer the dialogue - per skill. (Abandoned calls)