Skill Group Statistics ASG

Calculates statistics for Skill Groups using the Agent_Skill_Group_Interval table.

Depending on the KPI Function, the following parameters may be used:

  • 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.

Calls Abandoned In Ringing

Displays the number of calls abandoned while ringing on an agent.

Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams

Calls Answered

Displays the number of answered calls assigned to the Skill Group.

Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams

Calls Average Ring Time

Displays the average time calls spent ringing at agents.

Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams

Calls Internal

Displays the number of internal calls assigned to the Skill Group.

Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams

Calls Offered

Displays the number of calls assigned to the Skill Group.

Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams

Calls Redirected On No Answer

Displays the number of calls assigned to the Skill Group, which were subsequently redirected on no answer.

Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams

Calls Ring Time

Displays the total time calls spent ringing at agents.

Parameters: Channel Type, Media Routing Domains, Peripherals, Sliding Interval In Periods, Skill Groups, Teams