Skill
Status Agent Real Time
Run this report to show the agent status in real time.
Query: This report data is built
from a database query.
Views: This report has a grid
view.
Database Schema Table(s) from which data is retrieved:
·
Person
·
Agent
·
Agent_Real_Time
·
Agent_Skill_Group_Real_Time
·
Service
·
Skill_Group
Current
Fields in the Skill
Group Real Time Agent 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) |
|
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
|
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: Person.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_Skill_Group_Real_Time.ReasonCode
= 0
THEN 'NONE'
ELSE (select ReasonText from Reason_Code where ReasonCode
= Agent_Skill_Group_Real_Time.ReasonCode)
END |
Agent State |
The current state of the agent. Derived from: Agent_Skill_Group_Real_Time.AgentState |
Duration |
The time spent in the current agent state in HH:MM:SS (hours,
minutes, seconds) format. This is a calculated field, derived from: DATEDIFF(seconds, Agent_Skill_Group_Real_Time.DateTimeLastStateChange, getdate()) |
Report Summary: This
report has a report summary for all data.