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Skill Group Reports

perskg27: Peripheral Skill Group Historical All Fields Report

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

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

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

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

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

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

The number of internal calls received by skill group agents 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.InternalCallsRcvdToHalf