User Guide

DescriptionColumn (Field)
The number of agents in the skill group
currently talking on outbound calls.
Active Out
Derived from:
Skill_Group_Real_Time.TalkingOut
The number of agents in the skill group
currently talking on internal (neither inbound
nor outbound) calls.
Active Other
Examples of other calls include agent-to-agent
transfers and supervisor calls. Derived from:
Skill_Group_Real_Time.TalkingOther
The number of agents in the skill group
currently talking on AutoOut (predictive) calls.
Active Auto Out
Derived from:
Skill_Group_Real_Time.TalkingAutoOut
The number of agents in the skill group
currently talking on outbound Preview calls.
Active Preview
Derived from:
Skill_Group_Real_Time.TalkingPreview
The number of agents in the skill group
currently talking on agent reservation calls.
Active Reservation
Derived from:
Skill_Group_Real_Time.TalkingReserve
The average talk or active time measured in
HH:MM:SS (hours, minutes, seconds) format
during the rolling five minute interval.
AAT
Derived from:
(Skill_Group_Real_Time.HandledCallsTalkTimeTo5
/ Skill_Group_Real_Time.CallsHandledTo5)
The number of agents currently in wrap-up state
for this skill group. Wrap Up is call-related
Wrap Up
work performed by an agent after the call is
over. An agent performing wrap up is in either
the Work Ready or Work Not Ready state.
Derived from:
Skill_Group_Real_Time.WorkReady +
Skill_Group_Real_Time.WorkNotReady
The number of agents that have all active calls
on hold or whose state to the skill group is
Hold
Paused. The agent is not in the Hold state with
one call on hold and talking on another call (for
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Chapter 9: Unified CCE Release 7.5 Skill Group Reports
Enterprise Skill Group Real Time