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Skill Group Reports

entskg09: Enterprise Skill Group Normalized Agent State Report

The FTE value for the number of agents in the Busy Other state.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf / 1800

The total for each field for each skill group.

The total for each field for each enterprise skill group.

The total for each field for all skill groups.

entskg09: Enterprise Skill Group Normalized Agent State Report

The enterprise skill group's enterprise name and ID. 
Derived from: Enterprise_Skill_Group.EnterpriseName 

(Enterprise_Skill_Group.EnterpriseSkillGroupID)

Title

The name you give it when you save the report

Subject

A bar graph of the selected Enterprise Skill Group(s) 

showing the normalized percentage of agent-states over a 

specified range of time, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with 

an asterisk (*). Such fields are not applicable for e-mail or 

collaboration media.

Purpose

To show agent status in the selected enterprise skill 

group(s) for the selected time period

Applicable environment

IPCC and/or standard ACD

Template type

Historical bar graph

Default sort order

By enterprise skill group

Drilldowns available

Yes

Schema database table

Enterprise_Skill_Group

Skill_Group_Half_Hour