Real-time skillset metrics

Source field name	CDM field name	CDM key	Type	Description
AgtOnACDDNCall	agent_on_acd_dn_call		Text	The number of agents who are logged on for this skillset but are active on calls for other skillsets. The other skillset can be a local skillset, a network skillset, or an Agent Queue To skillset.
AgtOnNACDDNCall	agents_on_nacd_dn_call		Text	The number of agents who are logged on for this skillset but are currently handling NACD-DN calls.
AgtOnNetworkSkillsetCall	agent_on_network_skillset_call		Text	The number of agents who are logged on for this skillset and are currently handling network CDN calls assigned to this skillset.
AgtOnOtherSkillsetCall	agent_on_other_skillset_call		Text	The number of agents who are logged on for this skillset but are active on calls for other skillsets. The other skillset can be a local skillset, a network skillset, or an Agent Queue To skillset.
CallsAnsweredAfterThreshold	calls_answered_after_threshold		Text	The number of local and incoming network CDN calls that were answered after experiencing a delay greater than or equal to the service level threshold for this skillset. This statistic is not applicable for ACD and NACD calls because answering delay information is not available for these types of calls.
CallsOffered	calls_offered		Text	The number of calls queued to this skillset; these calls might or might not be answered by this skillset. The count is not increased if a call is queued to this skillset more than once.
CallsWaiting	calls_waiting		Text	The number of local and incoming network CDN calls currently waiting for an agent with this skillset.
current time	interval_epoch		Number	The current time.
EpochTimestamp	message_epoch		Number	The timestamp in Epoch format.
ExpectedWaitTime	expected_wait_time		Text	The time that a new call is expected to wait before being answered by an agent with this skillset.
LongestWaitingTimeSinceLastCall	longest_wait_time_since_login		Text	The longest waiting time of all idle agents who are currently waiting to answer calls for this skillset. The time is since the last call.
MaxWaitingTime	max_wait_time		Text	The maximum waiting time spent by all local and incoming network CDN calls that are currently waiting for an agent with this skillset.
NetworkCallsAnswered	network_calls_answered		Text	The number of incoming network CDN calls answered by an agent assigned to this skillset.
NetworkCallsOffered	network_calls_offered		Text	The number of incoming network CDN calls queued to this skillset.
NetworkCallsWaiting	network_calls_waiting		Text	The number of incoming network CDN calls currently waiting at this skillset.
NumAgtAv	agents_available		Text	The number of agents who are currently waiting for calls.
NumAgtInService	agents_in_service		Text	The number of agents logged on for this skillset.
NumAgtNotReady	agents_not_ready		Text	The number of agents currently in the Not Ready state who are logged on for this skillset.
NumAgtOnDNCalls	agents_on_dn_calls		Text	The number of agents who are logged on for this skillset but are currently handling DN calls.
NumAgtOnSkillsetCalls	agents_on_skillset_calls		Text	The number of agents who are logged on for this skillset and are currently handling local and network CDN calls assigned to this skillset.
NumAgtUnavailable	agents_unavailable		Text	The number of agents who are currently unavailable to take calls.
QueuedCallAnswered	skillset_queued_calls_answered		Text	The number of queued calls that were answered for the skillset within the last interval-to-date or moving window.
SiteDB	site	Y	Text
SkillsetAbandonDelay	skillset_calls_abandoned_delay		Text	The amount of delay experienced by calls that were abandoned by callers while being queued to this skillset; the delay value is calculated from the time the call was queued to this skillset to the time it was dequeued.
SkillsetAbandonDelayAfterThreshold	skillset_calls_abandoned_after_threshold		Text	The number of calls whose SkillsetAbandonDelay values were greater than or equal to the service level threshold.
SkillsetAbandoned	skillset_calls_abandoned		Text	The number of calls that were abandoned by callers while being queued to this skillset.
SkillsetId	skillset_id	Y	Text	A unique number to identify a skillset.
SkillsetName	skillset_name		Text	The name of the skillset.
SkillsetState	skillset_state		Text	The state of the skillset (In Service or Out Of Service).
TotalCallsAnswered	total_calls_answered		Text	The number of local and incoming network CDN calls, ACD calls, and NACD calls answered by an agent assigned to this skillset.
TotalCallsAnsweredDelay	total_calls_answered_delay		Text	The delay experienced by all local and incoming network CDN calls that were answered by an agent with this skillset from the time the calls were queued against the skillset until they were answered. This statistic is not applicable for ACD and NACD calls because answer delay information is not available for these types of calls.
WaitingTime	wait_time		Text	The total waiting time spent by all local and incoming network CDN calls that are currently waiting for an agent assigned to this skillset.