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Skill Group Reports

entskg28: Enterprise Skill Group Real Time All Fields Report

The total number of seconds agents spent talking on other calls (neither 

inbound nor outbound) for the skill group during the current five-minute 

interval. TalkOtherTime is included in the calculation of TalkTime and 

LoggedOnTime. 
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5

The total number of seconds agents in the skill group have been in the Talking 

state during the current five-minute interval. 
This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 + 

TalkOtherTimeTo5 
Derived from: Skill_Group_Real_Time.TalkTimeTo5

The total number of seconds agents spent on calls transferred into the skill 

group during the current five-minute interval. The value is updated in the 

database when the after-call work time associated with the call (if any) is 

completed. 
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5

The total number of seconds agents have been in the Work Not Ready state 

during the current five-minute interval. WorkNotReadyTime is included in the 

calculation of LoggedOnTime. 
Derived from: Skill_Group_Real_Time.WorkNotReadyTimeTo5

The total number of seconds agents have been in the Work Ready state during 

the current five-minute interval. WorkReadyTime is included in the calculation 

of LoggedOnTime. 
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5