Call Center Solution: Control Agent Time in Skill
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
9-16
AUX Reason:
The reason code associated with the agent
current state. This is blank if the agent is not in
the AUX state. For agents in AUX on switch
releases that are earlier than the ECS or that
do not have EAS and reason codes enabled,
this will only be 0 (zero).
syn(AUXREASON)
Top Skill:
The agent’s first-administered, highest-level,
measured skill, where skill level 1 is the
highest, and skill level 16 is the lowest.
syn(TOPSKILL)
Preference:
The agent’s call handling preference. Values
are blank, skill level (LVL), percent (PCNT)or
greatest need (NEED).
syn(PREFERENCE)
ACD Calls:
The queued ACD calls to the split/skill that
were answered by an agent in the split/skill.
This does not include direct agent calls, but it
does include ACD calls placed by an adjunct
(outbound predictive dialing - Generic 2.2
switches with ASAI Gateway or Generic
switches with ASAI only).
sum(ACDCALLS)
Login Time:
The time of the day that the agent logged into
this SPLIT. This field is not set unless the agent
is logged in. Values include NULL and time-of-
day.
LOGONSTART
Move
Pending?:
A move to a new split or skill or a change of
skills is pending for this agent. This is available
only for Generic 3 Version 4 and later switch
releases with the “Move Agent While Staffed”
feature.
MOVEPENDING
Direct Agent
Skill:
The skill that is currently assigned as the
agent’s direct agent skill. Direct agent calls to
the agent are queued to this skill.
syn(DA_SKILL)
Direct Agent
Calls:
The number of direct agent ACD calls that the
agent answered.
DA_ACDCALLS
Split/Skill
The split/skill number for which the data was
collected.
syn(SPLIT)
Level
The skill level (1-16) or reserve skill level (1 or
2) that is associated with the SPLIT.
syn(LEVEL)
Report Heading
Description
Database Item, Calculation,
or <Calculation Name>
