Skill Group Statistics CTSG

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

Columns

  • Calls Answer Wait Time – The total answer wait time of calls assigned to the Skill Group.

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

  • Calls Average Answer Wait Time – The average answer wait time of calls assigned to the Skill Group.

  • Calls Average Queue Time – The average time calls spent waiting in the Skill Group.

  • Calls Queue Time – The total time calls spent waiting in the Skill Group.

  • Calls Queued – The number of calls queued to the Skill Group by the call router during the reporting interval.

  • 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.