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Skill Group Reports

entskg21: Enterprise Skill Group Task Summary Half Hour Report

The number of tasks received by this skill group for the half-hour interval. 
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 

Skill_Group_Half_Hour.AbandonRingCallsToHalf + 

Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 

Skill_Group_Half_Hour.CallsHandledToHalf)

The number of tasks queued to the group by the CallRouter during the 

half-hour interval. 
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf

The number of calls queued to the group by the CallRouter that were 

abandoned during the half-hour interval. 
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf

The percentage of abandoned Calls in relation to all calls offered to the skill 

group.
Derived from: Derived from: 

((Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 

Skill_Group_Half_Hour.AbandonRingCallsToHalf) 

/ (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 

Skill_Group_Half_Hour.AbandonRingCallsToHalf + 

Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 

Skill_Group_Half_Hour.CallsHandledToHalf))

Total number of ACD calls to the skill group that were abandoned while ringing 

at an agent’s position. The value is updated in the database at the time the 

call disconnects. 
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of ACD calls to the skill group that rang at an agent’s terminal and 

redirected on failure to answer. The value is updated in the database at the 

time the call is diverted to another device. 
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

Calls handled by the skill group during the half-hour interval. The count for 

handled calls associated with a skill group is updated when the after-call work 

time associated with the call (if any) has completed. 
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf