Skill Group Statistics ASG

Calculates statistics for Skill Groups using the Agent_Skill_Group_Interval table. This is an Interval calculation.

Columns

  • Calls Abandoned In Ringing – The number of calls abandoned while ringing on an agent.

  • Calls Answered – The number of answered calls assigned to the Skill Group.

  • Calls Average Ring Time – The average time calls spent ringing at agents.

  • Calls Internal – The number of internal calls assigned to the Skill Group.

  • Calls Offered – The number of calls assigned to the Skill Group.

  • Calls Redirected On No Answer – The number of calls assigned to the Skill Group, which were subsequently redirected on no answer.

  • Calls Ring Time – The total time calls spent ringing at agents.

  • Skill Group Id – The ID of the Skill Group.

  • Skill Group Name – The name of the Skill Group.

Calculation Parameters

The Grid function has these optional parameters:

  • Channel Type – Allows you to select from a list of Channel Types.

  • Media Routing Domains – Allows you to select from a list of Media Routing Domain names.

  • Peripherals – Allows you to select from a list of Peripheral names.

  • Skill Groups – Allows you to select from a list of Skill Group names.

  • Sliding Interval In Periods – Number of periods. This parameter specifies how many intervals will be used for the calculation. The period length is 15 minutes by default. This can be changed in the Ucce configuration. E.g. If the parameter value is 2 and the current time is 8:20, the result will be returned for the interval of 7:45 - 8:15. After 8:30, the result will be returned for the interval of 8:00 - 8:30.

  • Teams – Allows you to select from a list of Team names.