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Skill Group Reports
entskg27: Enterprise Skill Group Historical All Fields Report
Consult Time
The number of seconds agents in the skill group spent handling a consultative
call with at least on ACD call on hold. The value is incremented when the
after-call-work time associated with the consultative call has completed.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
Conf In
The number of incoming calls skill group agents were conferenced into.
Incoming calls include ACD and non-ACD calls. The value is incremented when
the agent drops off the call of the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
Conf In Time
The number of seconds skill group agents were involved in an incoming
conference calls. Incoming calls include ACD and non-ACD calls. The value
includes hold time and is incremented when the agent drops off the call or the
call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
Derived from: Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
Conf Out
The number of conference calls skill group agent initiated. Initiated calls
include ACD and non-ACD calls. The value is incremented when the agent
drops off the call of the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Conf Out Time
The number seconds skill group agents spent in conference calls they initiated.
Calls include are ACD and non-ACD calls. The value includes hold time and is
incremented when the agent drops off the call or the call becomes a simple 2
party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf
Hold
The total number of completed inbound ACD calls skill group agents placed on
hold at least once. The value is incremented when the after-call-work time
associated with the call completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Hold Time
The total number of seconds completed inbound ACD calls were placed on hold
during the half-hour interval. The value is incremented when the after-call
work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf