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Skill Group Reports

entskg09: Enterprise Skill Group Normalized Agent State Report

Skill Group (no label)

The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)

The percentage of the time that all agents in the skill group were in the 

Available state during the interval. This value is measured against the total 

time that all agents were logged on during the interval.
Derived from: sum(Skill_Group_Half_Hour.AvailTimeToHalf) / 

sum(Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of the time that all agents in the skill group were in the Talking 

In, Talking Out, or Talking Other states during the interval. This value is 

measured against the total time that all agents were logged on during the 

interval.
Derived from: sum(Skill_Group_Half_Hour.TalkTimeToHalf) / 

sum(Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of the time that all agents in the skill group were in the  Not 

Ready state during the interval. This value is measured against the total time 

that all agents were logged on during the interval.
Derived from: sum(Skill_Group_Half_Hour.NotReadyTimeToHalf) / 

sum(Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of the time that all agents in the skill group were in wrap up 

during the interval. This value is measured against the total time that all 

agents were logged on during the interval.
Derived from: sum(Skill_Group_Half_Hour.WorkReadyTimeToHalf + 

Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 

sum(Skill_Group_Half_Hour.LoggedOnTimeToHalf)