Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Feature Interactions
11-26
Agent Work
States
11
The table below shows how Service Level Supervisor affects agents’
work states.
Attendants
11
Attendant consoles administered as members of splits and Expert Agent
Selection (EAS) agents logged in on attendant consoles will have the
same interactions with
CentreVu Advocate features as do other voice
terminals.
AUDIX
11
An EAS AUDIX agent cannot be administered with a reserve skill.
Auto Available
Splits/Skills
(AAS)
11
An EAS Auto Available agent cannot be administered with a reserve skill.
Basic Call
Management
System (BCMS)
11
No existing BCMS reports or measurements are modified by these
features. No new BCMS reports or measurements have been added.
Interaction with
Service Level
Supervisor
11
Reserve agents for skills that are not in an over threshold state are
counted as “Other” on the MONITOR BCMS SKILL report; reserve
agents for skills that are over threshold are counted as “ACD,” “ACW,”
“AUX,” or “Other” depending on the work mode and state of the agent.
When this
event
occurs…
The agent’s
state in
standard
skills is…
And the agent’s state in…
Reserve skills
under
threshold is…
Reserve skills
over threshold
is…
Agent logs in
AUX
AUX
AUX
Agent becomes
available
AVAILABLE
OTHER
AVAILABLE
