Skill Group Not Ready Detail Real Time Report

Run this report to show the number of agents in Not Ready state for a specified skill group(s).

Query: This report data is built from a database query.

Views: This report has a grid view.

Grouping:

Value List: Skill Groups

Database Schema Table(s) from which data is retrieved:

·         Skill_Group

·         Skill_Group_Real_Time

 

 

 

 

Skill Group Not Ready Detail Real Time Report

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Reviewing the Available and Current Report Fields.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

 

Column (Field)

Description

Skill Name

The skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task.

Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID

Calls Waiting

The number of tasks currently in the queue.

Derived from: Skill_Group_Real_Time.RouterCallsQNow

Agents Staffed

The number of agents that are currently logged on to the skill group. This count is updated each time an agent logs on and each time an agent logs off.

Derived from: Skill_Group_Real_Time.LoggedOn

Agents AUX

The number of agents in the Not Ready state for the skill group. Not Ready is a state in which agents are logged on but are neither involved in any call handling activity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady

Reason code 0-9

A code received from the peripheral that indicates the reason for the agents’ last state change. If not defined, this places none.

This is directly derived from: Skill_Group_Real_Time

 

Report Summary: This report has a report summary for all data.