610 Ent. SkillGroup Real Time States
Definition
This report shows the tasks in queue and agent statuses per Enterprise 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 |
|---|---|
| EnterpriseSkillGroupID | ID of Enterprise skill group (group of queues) |
| EnterpriseSkillGroupName | Name of Enterprise skill group (group of queues) |
| ESGDescription | Description of Enterprise skill group (can be used as a short display name or as a sort order criteria within Dashboards) |
| InQueueNow | Number of pending Contact Center tasks in the Enterprise SkillGroup (queue) |
| LongestQueueTime | Waiting time in seconds of Contact Center tasks which have been waiting the longest in the Enterprise 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 (not supported for Precision Queues) |
| Talking | Number of agents with an active handling of a task (not supported for consult calls for Precision Queues) |
| 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 |