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Skill Group Reports

perskg26: Peripheral Skill Group Consolidated Daily Report

The percentage of time that agents spent in the Not Ready state in relation to 

LoggedOnTime or interval whichever is less.
Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that the agent of this skill group has spent in Active 

state in this Skill Group in relation to LoggedOnTime.
Derived from: ((Skill_Group_Half_Hour.TalkInTimeToHalf + 

Skill_Group_Half_Hour.TalkOutTimeToHalf + 

Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that agents have put a call from this skill group on 

hold in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that agents have spent in Reserved state waiting for 

an ICM routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that agents have spent in Wrap-up state after 

incoming or outgoing tasks in relation to LoggedOnTime or interval, whichever 

is less.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 

Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that the agents of this skill group spent in busy other 

state.
Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that the agents of this skill group spent in Interrupted 

state with respect to this skill group during the half hour interval. 
Derived from: (Skill_Group_Half_Hour.InterruptedTimeToHalf / 

Skill_Group_Half_Hour.LoggedOnTimeToHalf)