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Skill Group Reports

perskg22: Peripheral Skill Group Task Summary Daily Report

The number of calls this agent transferred out of the skill group to other skill 

Groups or agents during the half-hour interval. This includes Consultative 

calls. 
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf

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

other agents on the same peripheral. Incoming calls include ACD and non-ACD 

calls. 
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf

The number of conference calls that the skill group agents initiated. The 

conferenced out calls include ACD and non-ACD calls. The value is updated in 

the database when the agent drops off the call or the call becomes a simple 

two-party call. 
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf

The number of calls for which agents received supervisor assistance during the 

half-hour interval. The value is updated in the database when the 

supervisor-assisted call completes. 
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf

The number of emergency assist requests either by the agent or by the 

supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf

The number of calls barged in on either by an agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf

The number of calls intercepted either by an agent or by the supervisor. 
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf

The total for each field for each skill group.

The total for each field for each media routing domain.