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.

Grouping:

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.

 

Field

Description

Logged Out

The agent is logged off.

Logged On

The agent is logged on.

Not Ready

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.

Ready

The agent has put himself in the Ready state using his agent desktop tool.

Talking

The agent is working on a task or a call in this skill group.

Work Not Ready

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.

Work Ready

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.

Busy Other

The Agent is Active, Work Ready, Reserved, or on Hold/Paused in another skill group.

Reserved

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.

Unknown

The agent state is unknown.

Hold

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.

Active

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..