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Skill Group Reports

entskg27: Enterprise Skill Group Historical All Fields Report

The number of internal calls received by skill group agents during the 

half-hour interval. The value is incremented when the after-call work time 

associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf

The number of seconds spent on internal calls received by skill group agents 

during the half-hour interval. The value is incremented when the after-call 

work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf

The total number of internal calls skill group agents placed on hold at least 

once. The value is incremented when the after-call-work time associated with 

the call completes.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldToHalf

The total number of seconds completed internal calls were placed on hold 

during the half-hour interval. The value is incremented when the 

after-call-work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf

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 incremented at the time the call is 

diverted to another device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

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

before being redirected on failure to answer. The value is incremented at the 

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

The number of calls answered by skill group agents where the duration of the 

calls falls within a short threshold. You might choose to factor these calls out 

of handle time statistics that you calculate.
A call is determined to be a short call if it is abandoned before the Abandoned 

Call Wait Time expired. Short calls are not considered abandoned and they are 

not accounted for in any of the ICM abandoned calls calculations. This field is 

dependent on the AbandondedCallWaitTime threshold.
Derived from: Skill_Group_Half_Hour.ShortCallsToHalf