Call Center Solution: Control Agent Time in Skill
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
9-6
Verifying the Solution Through Reports
9
This solution can be verified by reviewing agent work states and time in
skill. The results of implementing this solution can be seen in any of the
reports that include information on agents staffed per skill and overall
agent information, such as skill assignments.
Reports
9
The most relevant reports to this solution are listed below:
●
Real-Time Graphical Allocated Agents Report
●
Historical Graphical Average Positions Staffed Report
●
Integrated Agent Graphical Information Report
●
Real-Time Agent Information Report.
You may also use the Real-Time Queue/Agent Summary Report to
display a summary of agent activity for the administered skills.
Additional
Information
9
These reports are fully documented in the
CentreVu
Supervisor Version
8 Reports document (585-210-929). They are summarized as they relate
to
CentreVu Advocate in this chapter. See the Reports document for
more information on Real-Time and Historical reports.
Database Items and
Calculations
9
New database items and calculations for
CentreVu Advocate, along with
modified, existing database items, are described in Chapter 13,
“
CentreVu
Advocate Database Items and Calculations.” Existing
database items and calculations are described in the
CentreVu CMS
R3V8 Database Items and Calculations (585-210-939) document.
