Skill Group Statistics RT

Calculates real-time statistics for Skill Groups. This is a Real Time calculation.

Columns

  • Agents Busy Other – The number of agents currently in the Busy Other state.

  • Agents Logged In – The number of agents currently logged in.

  • Agents Not Ready – The number of agents currently in a Not Ready state.

  • Agents On Hold – The number of agents currently in the Calls On Hold state. The agents must have all active calls on hold.

  • Agents Ready – The number of agents currently in the Ready state.

  • Agents Talking – The number of agents currently in the Talking state.

  • Agents Work Not Ready – The number of agents currently performing wrap up for a call in the Not Ready state.

  • Agents Work Ready – The number of agents currently performing wrap up for a call in the Ready state.

  • Calls In Queue – The number of calls currently waiting in the Skill Group.

  • Calls Longest Waiting – The queue time of the longest waiting call in the Skill Group.

  • 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.

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