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Skill Group Reports

entskg20: Enterprise Skill Group Status Real Time Report

The enterprise skill group's enterprise name and ID. 
Derived from: Enterprise_Skill_Group.EnterpriseName 

(Enterprise_Skill_Group.EnterpriseSkillGroupID)

The number of calls currently queued to the skill group at the CallRouter. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow

The longest queued task on the routing media, 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

Average Handle Time. 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 on to the skill group. This 

count is updated each time an agent logs on and each time an agent logs off. 
Derived from: Skill_Group_Real_Time.LoggedOn

The number of agents in the Not Ready state for the skill group. 
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. 
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