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.

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

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.