Skill
Group Not Ready Real Time Report
Run this report to view agents who are in the Not Ready state for
specified skill group(s).
Query: This report data is built from a database query.
Views: This report has a grid view and a bar graph.
Value List: Skill Groups
Database Schema Table(s)
from which data is retrieved:
·
Person
·
Agent
·
Agent_Real_Time
Current
Fields in the Skill Group Not Ready Time Report Grid View
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.
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:
Agent.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_Real_Time.ReasonCode = 0 THEN 'NONE' ELSE (select
ReasonText from Reason_Code where ReasonCode = Agent_Real_Time.ReasonCode) END |
Duration |
The length of time since
the agents last change, measured in HH:MM:SS (hours, minutes, seconds)
format. This is a calculated field
derived from: DATEDIFF(seconds, Agent_Real_Time.DateTimeLastStateChange,
getdate()) |
Report
Summary: This
report has a report summary for all data.