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.
Value List: Skill Groups
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.
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.