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Skill Group Reports
perskg23: Peripheral Skill Group Performance Summary Half Hour Report
Log On Duration
The total duration in HH:MM:SS (hours, minutes, and seconds) during the
period that agents were logged in to this skill group.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Avail Time
The percentage of time that agents have spent in the Available state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Active Time
The percentage of time that agents have spent talking on calls in relation to
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap Up Time
The percentage of time that agents have spent in Wrap-up state after
incoming or outgoing calls in relation to LoggedOnTime or interval, whichever
is less.
Derived from:
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Utilization
The percentage of time the agents spent working on calls in relation to the
time Agents are ready.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
ASA
The average speed of answer measured for the skill group as the total time
callers spent ringing at the agent’s voice device (handled or internal calls) in
relation to the number of calls answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf