Duration of calls to a skillset

[pdulfo]

I need to look at the total amount of time a skillset receives calls for. Is this the Skillset active Time value or the All agent Busy time value.

May thanks.


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PDulfo aka pdiddy

 

[mtratchel]

Skillset active is the time the the skillset has coverage (at least one agent with the skillset is logged in). This should correspond to the amount of time the skillset is open.

All agents busy time is the amount of time that no agent is available to take a call for the skillset (agents active, not ready, on DN calls, etc or no agents logged in), therefore no one is available to take a call for the skillset. If you run the daily stats on the skillset, substract the amount of time that the skillset is closed to see what amount of time during the day the skillset is at full capacity.

If you're looking for the total time agents spend handling calls for a skillset, use the Talktime column in the Agent by Skillset report.