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Skill Group Reports

entskg28: Enterprise Skill Group Real Time All Fields Report

The number of calls offered to the skill group during the current five-minute 

interval. In real-time data, a call is counted as offered as soon as it is sent to a 

skill group. 
Offered calls are the total number of incoming calls and internal calls sent to a 

specific route, service, or skill group. In real-time data, a call is counted as 

offered as soon as it is sent to a route or service. However, if the caller hangs 

up before the abandoned call wait time has elapsed, that call is not counted as 

offered in the historical (5-minute and 30-minute) data. This ensures that the 

number of calls offered is the same as the number answered plus the number 

abandoned.
Derived from: Skill_Group_Real_Time.CallsOfferedTo5

The number of calls answered by agents in the skill group during the past five 

minutes. The number of calls answered includes only handled calls and 

internal calls received, which are tracked in the CallsHandled and 

InternalCallsReceived fields, respectively. The count for CallsAnswered is 

updated in the database at the time the call is answered. 
A call is counted as answered when it reaches an agent or IVR. For example, 

the CallsAnsweredTo5 field in the Service_Five_Minute table counts the 

number of calls that reached agents during the five-minute interval. The calls 

might still be in progress when the interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the 

number of answered calls and handled calls during an interval is not 

necessarily the same, but eventually each call is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsAnsweredTo5

The number of calls handled by the skill group during the current five-minute 

interval. The count for handled calls associated with a skill group is updated 

when the after-call work time associated with the call (if any) has completed. 
A call is counted as handled when the call is finished. For example, the 

CallsHandledTo5 field in the Service_Five_Minute table counts the number of 

calls that finished during the five-minute interval. The calls might have been 

answered before the interval began.
By contrast, a call is counted as answered as soon as it reaches an agent. 

Therefore, the number of handled calls and answered calls during an interval 

is not necessarily the same, but eventually each call is counted in both 

categories.
Derived from: Skill_Group_Real_Time.CallsHandledTo5

The total seconds agents spent talking on outbound calls for the skill group 

during the current five-minute interval. TalkOutTime is included in the 

calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5