Skill Status Agent Real Time

Run this report to show the agent status in real time.

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:

·         Person

·         Agent

·         Agent_Real_Time

·         Agent_Skill_Group_Real_Time

·         Service

·         Skill_Group

·         Media_Routing_Domain

 

 

 

 

Current Fields in the Skill Group Real Time Agent 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

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

Agent Name

The last and first name of the agent.

Derived from: Person.LastName "," Person.FirstName

Login Name

Value taken directly from the database.

Derived from: Person.LoginName

Reason

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

Derived from: CASE WHEN Agent_Skill_Group_Real_Time.ReasonCode = 0

                          THEN 'NONE'

                          ELSE (select ReasonText from Reason_Code where ReasonCode =  Agent_Skill_Group­_Real_Time.ReasonCode) END

Agent State

The current state of the agent.

Derived from: Agent_Skill_Group­_Real_Time.AgentState

Duration

The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, derived from: DATEDIFF(seconds, Agent_Skill_Group­_Real_Time.DateTimeLastStateChange, getdate())

 

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