Skill Group Statistics RT

Calculates real-time statistics for Skill Groups.

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.

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

Agents Busy Other

Displays the number of agents currently in the Busy Other state.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Agents Logged In

Displays the number of agents currently logged in.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Agents Not Ready

Displays the number of agents currently in a Not Ready state.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Agents On Hold

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

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Agents Ready

Displays the number of agents currently in the Ready state.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Agents Talking

Displays the number of agents currently in the Talking state.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Agents Work Not Ready

Displays the number of agents currently performing wrap up for a call in the Not Ready state.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Agents Work Ready

Displays the number of agents currently performing wrap up for a call in the Ready state.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Calls In Queue

Displays the number of calls currently waiting in the Skill Group.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams

Calls Longest Waiting

Displays the queue time of the longest waiting call in the Skill Group.

Parameters: Channel Type, Media Routing Domains, Peripherals, Skill Groups, Teams