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Skill Group Reports

perskg04: Rolling 5-minute Peripheral Skill Group Status Report

The FTE value for the number of agents in the Not Ready state during an 

interval. This is a state in which agents are logged on, but neither involved in 

call handling activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5 / 300

The FTE value for the number of agents in the Available state during an 

interval. The Available state 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.AvailTimeTo5 / 300

The FTE value for the number of agents in the Talking In, Talking Out, and 

Talking Other states during an interval.
Derived from: Skill_Group_Real_Time.TalkTimeTo5 / 300

The FTE value for the number of agents who are involved in after-call work 

during an interval. After-call work includes post-call activities, such as 

completing paperwork or consulting with associates.
Derived from: (Skill_Group_Real_Time.WorkReadyTimeTo5 + 

Skill_Group_Real_Time.WorkNotReadyTimeTo5) / 300

The FTE value for the number of agents in the Hold state during an interval. 

The Hold state is a state in which an agent has all active calls on hold.
Derived from: Skill_Group_Real_Time.HoldTimeTo5 / 300

The FTE value for the number of agents in the Reserved state during an 

interval. The Reserved state is state in which the agent is awaiting an 

interflowed call and is unavailable to receive any incoming calls. This state 

applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs 

only.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5 / 300

The FTE value for the number of seconds that agents were in the 

INTERRUPTED state during an interval.
Derived from: InterruptedTimeTo5 / 300

The FTE value for the number of agents in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300