234 Template Reference
perskg02_status_grid
Description
This template generates a real-time grid that shows the number of agents
from selected peripheral skill groups who are signed on (logged on),
how these agents break down numerically into nine states, and how they
break down on a percentage basis into five states. A total row at the
bottom of the grid totals or averages the data for all the peripheral skill
groups listed.
Database Table
Skill_Group_Real_Time
Data
Agents signed on. The number of agents who are currently signed on to
the peripheral skill group (that is, agents who are known to the
system, but may or may not be ready to accept calls).
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).