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Skill Group Reports

perskg28: Peripheral Skill Group Real Time All Fields Report

The number of agents in the skill group in the Work Not Ready state, a  state 

in which an agent is involved in after call work and is assumed not to be ready 

to accept incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkNotReady

The number of agents in the skill group in the Work Ready state, a state in 

which an agent is involved in after call work and is assumed to be ready to 

accept incoming calls when done.
Derived from: Skill_Group_Real_Time.WorkReady

The number of agents currently in the BusyOther state, a state in which the 

agent is handling calls assigned to other skill groups during the half-hour 

interval. For example, an agent might be talking on an inbound call in one skill 

group while simultaneously logged on to and ready to accept calls from other 

skill groups. The agent can be active (talking on or handling calls) in only one 

skill group at a time. Therefore, while active in one skill group, for the other 

skill group the agent is considered to be in the Busy Other state.
Derived from: Skill_Group_Real_Time.BusyOther

The number of agents that have all active calls on hold. The agent is not in the 

Hold state with one call on hold and talking on another call (for example, a 

consultative call). The agent must have all active calls on hold. 
Derived from: Skill_Group_Real_Time.Hold

The date and time that the longest call in the queue for the skill group was 

placed in the queue. 
Derived from: Skill_Group_Real_Time.LongestCallQ

A date and time value that specifies the time that the longest available agent 

for the skill group became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent

The number of calls currently queued for the skill group at the CallRouter. 
Derived from: Skill_Group_Real_Time.RouterCallsQNow