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A Management Information report showing a view of configured skills, calls waiting for each skill, and skilled users logged on.
Configured Skills Panel
A list of available skills and a count of agents with each skill level.
| • | Skill - the skill name, these are skills assigned to agents; |
| • | Level (Beginner, Basic, Standard, Advanced, Expert) - the number of agents logged on with this skill and level; |
Skills Waiting Panel
Information relating to queued skilled calls.
| • | Skill - the skill name for calls waiting for an agent with this skill; |
| • | Queue - the queue on which the call is waiting; |
| • | Remote Party - the remote party telephone number; |
| • | Waiting - the time that the call has been waiting on the queue. |
Logged On Skilled Users Panel
A list of users logged on with skills.
| • | User Name - the name of the user; |
| • | Skill - the name of the skill assigned to this agent; |
| • | Level - the level of the assigned skill; |
| • | Agent State - the current agent state. |