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Skill Group Reports

perskg27: Peripheral Skill Group Historical All Fields Report

The average handle time in seconds for tasks counted as handled by the skill 

group during the half-hour interval: 
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf

The number of seconds calls to the skill group spent on hold during the 

half-hour interval.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf

The number of internal calls to the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf

The number of seconds spent on internal calls to the skill group during the 

half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf

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

half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf

The number of seconds spent on supervisor assisted calls during the half-hour 

interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf

The percentage of Ready time that agents in the skill group spent talking or 

doing task work during the half-hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf

The total number of completed outbound ACD calls made by agents in the skill 

group, during a half-hour interval. The value is updated in the database when 

any after-call work time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf 

The total handle time, in seconds, for completed outbound ACD calls handled 

by the agent in the skill group during the half-hour interval. Handle time 

includes WorkTime, TalkTime, and HoldTime, all of which are taken from the 

Termination_Call_Detail records. The AgentOutCallsTime value includes the