Skill
Status Real Time
Run this report to see calls waiting and Answer Wait Time for
specified skill group(s).
Query: This report data is built from
a database query.
Views: This report has a grid
view.
Database Schema Table(s) from which data is retrieved:
·
Skill_Group_Real_Time
·
Skill_Group
Current
Fields in the Skill
Group Real Time Status
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) |
|
Skill Group 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 |
Calls Waiting |
The number of split or skill ACD calls currently waiting to be
answered. This includes calls that are in queue and calls that are ringing at
an agent voice terminal. It does not include direct agent calls. Derived from: Skill_Group_Real_Time.TotalQueuedNow |
Answer Wait Time |
The Time in seconds from
when the call first arrives at the ACD to when the agent answers the call. Derived from: Skill_Group_Real_Time. AnswerWaitTimeTo5 |
Report Summary: This
report has a report summary for all data.