Skill Group Real Time Status

Run this report to see call in service level, calls waiting, oldest call waiting, handled calls, average handled time, abandoned calls and logged-on time for 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_Real_Time

·         Skill_Group

·         Media_Routing_Domain

 

 

 

 

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)

Description

Call in ServiceLevel

The percentage of split/skill ACD calls that were answered by an agent within the predefined time. The Unified ICM/CCE service level for the rolling five-minute interval.

Derived from: Skill_Group_Real_Time.ServiceLevelTo5

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.RouterCallsQNow

Oldest Call Waiting

The time spent in queue for the longest currently queued task, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, calculated by subtracting the time the task entered the queue from the current time and derived from: DATEDIFF(ss, Skill_Group_Real_Time.RouterLongestCallQ, (SELECT NowTime from Controller_Time)),0)

Avg Speed Ans

The average time calls waited in queue or ringing before an agent answered. Average Speed of Answer during the rolling five-minute interval.

 

This is a calculated field, derived from: (Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5)

Handled Calls

The number of calls of this call type handled for the call type ending during the rolling five minute-interval.

Derived from: Skill_Group_Real_Time.CallsHandledTo5

Avg Handle Time

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: Skill_Group_Real_Time.Handle Time / Skill_Group_Real_Time.CallsHandled

Abandoned Calls

The number of calls that are abandoned in the router queue during the interval for a skill group.

Derived from: Skill_Group_Real_Time.RouterCalls AbandQTo5

LoggedOn

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

 

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