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Skill Group Reports

perskg21: Peripheral Skill Group Task Summary Half Hour Report

DateTime (no label)

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime

The number of tasks received by this skill group for the half-hour interval. 
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 

Skill_Group_Half_Hour.AbandonRingCallsToHalf + 

Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 

Skill_Group_Half_Hour.CallsHandledToHalf)

The number of tasks queued to the group during the half-hour interval. 
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf

The number of queued tasks that were abandoned during the half-hour 

interval. 
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf

The percentage of abandoned tasks in relation to all tasks offered to the skill 

group. This includes abandon in queue and abandon while ringing calls.
Derived from: ((Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 

SGHH.AbandonRingCallsToHalf) / 

(Skill_Group_Half_Hour.RouterCallsAbandQToHalf + 

Skill_Group_Half_Hour.AbandonRingCallsToHalf + 

Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + 

Skill_Group_Half_Hour.CallsHandledToHalf))

Total number of ICM routed tasks to the skill group that were abandoned while 

ringing at an agent’s extension. The value is updated in the database at the 

time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of ACD calls to the skill group that rang at an agent’s terminal and 

redirected on failure to answer. The value is updated in the database at the 

time the call is diverted to another device. 
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf