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Skill Group Reports

perskg03: Peripheral Skill Group Agent State Status Report

The percentage of agents in the peripheral skill group who are logged on but 

are idle.
Derived from: Skill_Group_Real_Time.NotReady / 

Skill_Group_Real_Time.LoggedOn

The percentage of agents in the peripheral skill group who are logged on and 

available.
Derived from: Skill_Group_Real_Time.Avail / 

Skill_Group_Real_Time.LoggedOn

The percentage of agents in the peripheral skill group who are logged on and 

are in the Active or Talking state. The talking state includes the Talking In, 

Talking Out, or Talking Other states (now or during an interval). The time 

agents spend in each of these states is tracked individually.
Derived from: (Skill_Group_Real_Time.TalkingIn + 

Skill_Group_Real_Time.TalkingOut + Skill_Group_Real_Time.TalkingOther) / 

Skill_Group_Real_Time.LoggedOn

The percentage of agents who are involved in after-call work. After-call work 

includes post-call activities, such as completing paperwork or consulting with 

associates. An agent performing wrap-up is in either the Work Ready or the 

Work Not Ready state.
Derived from: (Skill_Group_Real_Time.WorkReady + 

Skill_Group_Real_Time.WorkNotReady) / Skill_Group_Real_Time.LoggedOn