Real-Time and Historical Templates 185
8. Template Reference
entskg03_status_%_graph
Description
This template generates a real-time graph that shows the percentage of
agents from selected enterprise skill groups who are in any of four call
handling states.
Database Table
Skill_Group_Real_Time
Data
Agents available. The percentage of all agents in the enterprise skill
group who are not occupied with any call activity and are ready to
accept calls.
Agents idle. The percentage of all agents in the enterprise skill group
who are idle (that is, logged on, not involved in a call or after-call
work, and not available to receive a call). Idle is also referred to as
Not Ready.
Agents talking. The percentage of all agents in the enterprise skill group
who are involved in a call (inbound, outbound, or internal).
Agents in wrap-up. The percentage of all agents in the enterprise skill
group who are involved in after-call work.
Example