Skill
Group Status Graphical RealTime
Run this report to show the
number of agents in each status for a specified skill group(s).
Query: This report data is built from a database query.
Views: This report has a pie chart view.
Value List: Skill Groups
Database Schema Table(s)
from which data is retrieved:
·
Person
·
Agent_Real_Time
·
Agent
·
Skill_Group
·
Agent_Skill_Group_Real_Time
·
Service
·
Media_Routing_Domain
·
Skill_Group_Real_Time
Skill
Group Status Graphical RealTime
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.
The agent is not available to be assigned a
task. If an
agent is Not Ready in one skill group, the agent is Not Ready in all skill
groups within the same Media Routing Domain. |
|
The agent has put himself in the Ready state
using his
agent desktop tool. |
|
The agent is working on a task or a call in
this skill group. |
|
The agent is performing wrap-up work for a
call in this
skill group. The agent enters Not Ready state when wrap up is complete. |
|
The agent is performing wrap-up work for a
call or task
in this skill group. If the agent is handling a voice call, the
agent enters Not Active state when wrap is complete. If the agent is handling a non-voice task,
the agent might enter Not Active or Not Ready state when wrap up is
complete. |
|
The Agent is Active, Work Ready, Reserved,
or on Hold/Paused
in another skill group. |
|
The agent has been offered a call or task
associated with the skill group. For voice calls, agents are Reserved when
their phones
are ringing. |
|
For agents handling Outbound Option calls,
the Hold
state indicates that the agent has been reserved for a call because the
Outbound Dialer puts on the agent on hold while connecting the call. |
|
The agent is talking on or handling calls. An agent can be active in only one skill
group at a time. While active in one skill group, the agent is considered
to be in the Busy Other state for the other skill groups.. |