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Skill Group Reports

perskg22: Peripheral Skill Group Task Summary Daily Report

The tasks handled by the skill group during the half-hour interval. The count 

for handled tasks associated with a skill group is updated when the after-task 

work time associated with the task (if any) has completed. 
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf

The percentage of tasks handled at the skill group in relation to the number of 

tasks queued to the skill group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf / Total Calls Offered 

where Total Calls Offered = Skill_Group_Half_Hour.RouterCallsAbandQToHalf 

+ Skill_Group_Half_Hour.AbandonRingCallsToHalf + 

Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 

Skill_Group_Half_Hour.CallsHandledToHalf 

The number of internal calls received by skill group agents during the 

half-hour interval. This includes calls that were received from another agent 

through the transfer or conference key that did not go through a script or for 

agent to agent tasks. The value is updated in the database when the after-call 

work time associated with the call (if any) is completed. This applies to default 

Skill Groups only. 
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf

For default Skill Groups: the number of times an agent initiated an outgoing 

external call. For routing Skill Groups: the number of times an agent initiated 

a transfer or conference to an external device. The value is updated in the 

database when any after-call work time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf

For default Skill Groups: the number of times an agent initiated an outgoing 

internal call. For routing Skill Groups: the number of times an agent intitiated 

a transfer or conference to an internal device. 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_Half_Hour.InternalCallsToHalf

The number of incoming calls that were transferred to this Skill Group from 

other agents within the same peripheral that did not go to IVR for queuing. 
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf