Skill Group Statistics CTSG

Calculates statistics for Skill Groups using the Call_Type_SG_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 Answer Wait Time

Displays the total answer wait time of calls assigned to the Skill Group.

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 Answer Wait Time

Displays the average answer wait time of calls assigned to the Skill Group.

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

Calls Average Queue Time

Displays the average time calls spent waiting in the Skill Group.

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

Calls Queue Time

Displays the total time calls spent waiting in the Skill Group.

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

Calls Queued

Displays the number of calls queued to the Skill Group by the call router during the reporting interval.

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