510 SkillGroup Real Time States
Definition
This report shows the tasks in queue and agent statuses per SkillGroup in real-time (agents are counted in every skillgroup they're assigned to) and the relevant information as extension, active SkillGroups, wrapup and not ready reasons, etc.
Main data sources: Skill_Group_Real_Time and Precision_Q_Real_Time
Screenshots
Field description
| Field name | Description |
|---|---|
| SkillGroupID | ID of skill group (queue), where the task came from. With Precision Routing the ID of the Precision Queue + 900000. |
| SkillGroupName | Name of skill group (queue), where the task came from. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
| SkillGroupDescription | Description of skill group (Queue). With Precision Routing the description of the Precision Queue. |
| MediaID | ID of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| MediaName | Name of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| InQueueNow | Number of pending Contact Center tasks in the SkillGroup (queue) |
| LongestQueueTime | Waiting time in seconds of Contact Center tasks which have been waiting the longest in the SkillGroup (queue) |
| LoggedIn | Number of logged in agents |
| NotReady | Number of agents into Not Ready state |
| Available | Number of agents into Ready state |
| Ringing | Number of agents where a tasks is presented but not yet answered |
| Talking | Number of agents with an active handling of a task |
| Hold | Number of agents with a task on hold |
| Wrapup | Number of agents with a task in the wrap-up stage |
| BusyOther | Number of agents with activity (Ringing, Talking, Hold or Wrapup) for another SkillGroup |