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Skill Group Reports

entskg20: Enterprise Skill Group Status Real Time Report

The number of agents in the skill group currently talking on inbound calls. 
Derived from: Skill_Group_Real_Time.TalkingIn

The number of agents in the skill group currently talking on outbound calls. 
Derived from: Skill_Group_Real_Time.TalkingOut

The number of agents in the skill group currently talking on internal (neither 

inbound nor outbound) calls. Examples of “other calls” include agent-to-agent 

transfers and supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther

The average talk / active time within the past 5 minutes
Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 

Skill_Group_Real_Time.CallsHandledTimeTo5

The number of agents currently in wrap-up state for this skill group. 
Wrap-up is call-related work performed by an agent after the call is over. An 

agent performing wrap-up is in either the Work Ready or Work Not Ready 

state.
Derived from: Skill_Group_Real_Time.WorkReady + 

Skill_Group_Real_Time.WorkNotReady

The number of agents that have all active calls on hold. The agent is not in the 

Hold state with one call on hold and talking on another call (for example, a 

consultative call). The agent must have all active calls on hold. 
Derived from: Skill_Group_Real_Time.Hold

The number of agents for the skill group currently in the Reserved state. 
Reserved is a state in which an agent is awaiting an interflowed call and is 

unavailable to receive any incoming calls. This state applies to agents on 

Northern Meridian ACDs only.
Derived from: Skill_Group_Real_Time.ReservedAgents