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182 Template Reference
entskg01_status_#_graph
Description
This template generates a real-time, stacked bar graph that shows the
number of active agents from selected enterprise skill groups who are
currently in any of four agent states.
Database Table
Skill_Group_Real_Time
Data
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 idle. The number of agents who are logged on, not involved in a
call or after-call work, and are not available to receive a call.
Agents talking. The number of agents who are involved in a call
(inbound, outbound, or internal).
Agents in wrap-up. The number of agents who are involved in
after-call work. After-call work includes activities such as
completing necessary paperwork or consulting work.
Example
The total number of all agents in these four states is the number of
agents Logged On.