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Skill Group Reports

entskg28: Enterprise Skill Group Real Time All Fields Report

The average handle time in seconds for calls handled by the skill group during 

the current five-minute interval. 
The value is calculated as follows:HandledCallsTimeTo5 / CallsHandledTo5.
HandledCallsTime is tracked only for inbound ACD calls counted as handled for 

the skill group. HandledCallsTime is the time spent from the call being 

answered by the agent to the time the agent completed any after-call work 

time for the call. This includes any Hold time associated with the call. The 

AvgHandledCallsTime value is updated in the database when the after-call 

work time associated with the call is completed.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTimeTo5

The total number of seconds that agents in the skill group have spent in the 

BusyOther state during the current five-minute interval. BusyOtherTime is 

included in the calculation of LoggedOnTime. 
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5

The total talk time, in seconds, for calls counted as handled by the skill group 

during the current five-minute interval. The value is based on TalkTime from 

the Termination_Call_Detail table. It is updated in the database when the 

after-call work time associated with the call (if any) is completed.
Derived from: Skill_Group_Real_Time.HandledCallsTalkTimeTo5

The total handle time, in seconds, for calls counted as handled by the skill 

group during the current five-minute interval. HandledCallsTime is the time 

spent from the call being answered by the agent to the time the agent 

completed after-call work associated with the call. 
HandledCallsTime is based on HoldTime, WorkTime, and TalkTime from the 

Termination_Call_Detail records. The value is updated in the database when 

the after-call work time associated with the call (if any) is completed. 
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5

The total number of seconds that agents in the skill group took to complete 

outbound ACD calls  during the current five-minute interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The AgentOutCallsTime value 

includes the time spent from the call being initiated by the agent to the time 

the agent completes after-call work time for the call. The value is updated in 

the database when the after-call work time associated with the call (if any) is 

completed. 
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5