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Skill Group Reports

perskg20: Peripheral Skill Group Status Real Time Report

The longest queued task on the routing media domain, measured in 

HH:MM:SS (hours, minutes, seconds) format. 
Derived from:
(In an IPCC media domain) Skill_Group_Real_Time.RouterLongestCallInQ

(In a standard ACD media domain) Skill_Group_Real_Time.LongestCallQ

The number of tasks that have been handled in the past 5 minutes.
Derived from: Skill_Group_Real_Time.SGRT.CallsHandledTo5

The average time it has taken within the past 5 minutes to handle a task 
Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / 

Skill_Group_Real_Time.CallsHandledTo5

The number of agents that are currently logged into the skill group. This count 

is updated each time an agent logs on and each time an agent logs off. Logged 

on = Not ready + Available + Talking + Wrap-up + On hold + Reserved + 

Busy Other.
Derived from: Skill_Group_Real_Time.LoggedOn

The number of agents in the Not Ready state for the skill group. If an agent is 

logged into more than one skill group, then the agent will be counted for each 

skill group into which he/she is logged.
Not Ready is a state in which agents are logged on but are neither involved in 

any call handling activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady

The number of agents for the skill group in Available state. If an agent is 

logged into more than one skill group, then the agent will be counted for each 

skill group into which he/she is logged.
Available is a state where the agent is ready to accept calls, but is not 

currently involved in call work.
Derived from: Skill_Group_Real_Time.Avail

The number of agents in the skill group currently in the Active state for 

incoming tasks. 
Derived from: Skill_Group_Real_Time.TalkingIn