Dialogue Cloud

On Premises

Workspace - Skills

Introduced in DC2025.02a - Arnhem

The Skills page helps supervisors monitor real-time queue health per skill. Use it to identify skills with long wait times, low SLA, or insufficient agent coverage.

Use the Contact centers selector (top-right) to switch between a single contact center or All contact centers.

Summary cards

  • Longest wait time – The highest current wait time, including the skill where it occurs.

  • Lowest SLA – The lowest current SLA percentage, including the skill where it occurs. The SLA formula is: 
    (Total accepted dialogues answered within 20 seconds) / (Total accepted dialogues + Total abandoned dialogues) today

  • Total waiting – Total number of contacts currently waiting across the selected contact centers.

  • Total handled – Total number of handled contacts in the current view.

Skill table

The table lists skills and the most important real-time operational metrics. Use the Filter field above the table to quickly find a skill.

Select Customize columns to show or hide columns based on what you want to monitor.

Columns

  • Skill – Skill name.

  • SLA % – Current service level percentage for the skill. The SLA formula is:
    (Total accepted dialogues answered within 20 seconds) / (Total accepted dialogues + Total abandoned dialogues) today

  • Waiting – Number of contacts currently waiting for this skill.

  • LWT – Longest waiting time for this skill.

  • Handled – Number of contacts handled in the current view.

  • Abandoned – Number of contacts abandoned in the current view.

  • Opted-in – Number of agents opted in to handle this skill (if applicable in your setup).

  • Assigned – Number of agents assigned to this skill (if applicable in your setup).

  • Available – Number of agents currently available for this skill.

  • In a call – Number of agents currently in a call for this skill.

  • Contact center – Contact center associated with the skill/row.

Tips

  • Sort by Waiting or LWT to spot emerging queue issues quickly.

  • If SLA drops for a skill, check agent coverage (for example, Available and In a call) and coordinate staffing accordingly.