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Agent Reports

agtskg20: Agent Skill Group Real Time Report

The number of tasks associated with the skill group that the agent is working 

on.
Derived from: Agent_Skill_Group_Real_Time.CallsInProgress

The phone extension assigned to the agent.
Derived from: Agent_Real_Time.Extension

The date and time that the agent logged in. The format is MM/DD/YYYY 

HH:MM:SS (month, day, year and hour, minute, second) format.
Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin

The current state of the agent. The following states can appear in this report:
*

Active state
Work Ready state
Work Not Ready state

*

Paused state
Interrupted state

The state with an asterisk (*) is a voice media only state. 
Note: This template can display agent status data only when the agent is in 

the talking or active state. If the agent is not involved in a task in some way, 

this template does not display the agent state for that agent.
An agent doing wrap-up work (post-call activities, such as completing 

paperwork or consulting with associates) is in either the Work Ready or the 

Work Not Ready state. 
Derived from: Agent_Real_Time.AgentState 

The time spent in the current agent state in HH:MM:SS (hours, minutes, 

seconds) format.
Derived from: (Controller_Time.NowTime - 

Agent_Skill_Group_Real_Time.DateTimeSinceLastStateChange)