I´m wondering if there´s any possibility of gathering time logged in by Skill Group?
Agent total login time - 9 hours
- LoggedOnTime SG1: 6 hours
- LoggedonTime SG2: 2 hours
- LoggedOnTime SG3: 1 hour
I tried creating a query where I can filter on SkillTargetID and SkillGroupSkillTargetID, but the LoggedOnTime seem adds up for each Skill Group that´s assigned, which makes the LoggedOnTime way too high.
Any ideas on how I can do this? Divide LoggedOnTime by the COUNT of skill groups the Agent has been assigned to that day?
The stock "Agent Historical All Fields" report gives the LoggedOnTime*Number of skill groups, e.g. 14:16:45*8 = 114:14:00
I want to see LoggedOnTime for a number of SG´s that I´ve filtered out at the parameters.
The reason why is that we´re reporting some Skill Groups separately but some Advisors are doing all skill groups at the same time. In order to separate them in some way (and I´m calculating some figures based on LoggedOnTime) I need to do it this way.
I tried it like this but it doesnt seem like the COUNT(ISNULL(SkillGroupSkillTargetID,0)) is counting it the right way for some reason.