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.

Grouping:

Value List: Skill Groups

Database Schema Table(s) from which data is retrieved:

·         Person

·         Agent

·         Agent_Real_Time

·         Reason_Code

 

 

 

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.

 

Column (Field)

Description

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.