126 Available Data
7.1. Skill Group Data
The ICR tracks information about the skill groups at each peripheral. A
skill group is a collection of agents who share a common set of skills
and therefore can handle similar types of calls. A peripheral skill group
is a skill group that is associated with a specific peripheral (ACD). For
example, a single peripheral might have one skill group defined for
agents who can handle sales calls, and another skill group defined for
agents who can speak Spanish.
Peripheral skill group data are stored in the Skill_Group_Real_Time and
Skill_Group_Half_Hour tables. To arrive at daily values, the ICR sums
the Skill_Group_Half_Hour rows for each day.
7.1.1. Skill Group Agent Data
The ICR tracks data for the agents in a skill group. Some examples of
Skill Group agent data tracked in the Skill Group tables include:
Agents idle. The number of agents who are in the Not Ready state
(that is, logged on, not involved in a call or after-call work, and not
available to receive a call).
Agents available. The number of agents who are in the Available
state (that is, not occupied with any call activity and ready to accept
calls).
Agents ready. The number of agents who are logged on and are
either talking on a call or performing after-call work, but are
presumed to be ready to accept calls when done.
Agents talking in. The number of agents talking on inbound calls.
Agents talking out. The number of agents talking on outbound
calls.
Agents talking other. The number of agents who are talking on
calls other than inbound and outbound calls (for example, internal
calls).
Agents in wrap-up. The number of agents who are involved in
after-call work. After-call work includes activities such as
completing paperwork or consultation work. An agent performing
after-call work is in either the Work Ready or Work Not Ready
state.
Agents in hold. The number of agents in the skill group who are in
the Hold state (that is, agents who have all active calls on hold and
are performing no other activity).