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246 Template Reference
perskg09_normalized_agt_state
Description
This template generates a stacked bar graph that shows the percentage of
the time that all agents in the peripheral skill group were in specific
states during an interval. The normalized value is derived from the total
time that all agents were logged on during the interval.
Database Table
Skill_Group_Half_Hour
Data
% Available. The percentage of time that all agents were in the
Available state during the interval.
% Idle. The percentage of time that all agents were in the Idle state (that
is, Not Ready), during the interval.
% Talking. The percentage of time that all agents were in the Talking
In, Talking Out, or Talking Other states during the interval.
% Wrap-up. The percentage of time that all agents were in call wrap-up
(that is, performing after-call work) during the interval.
Example