Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
4-10
Real-Time
Graphical Skill
Overload Report
4
This report is only available for customers who have
DEFINITY
®
ECS R6
or later switches with Expert Agent Selection (EAS) and have purchased
CentreVu Advocate. It shows the skill state (normal, unknown,
overload 1, overload 2) and trends for a selected skill.
If
CentreVu Advocate is not activated, the fields of the report which
pertain to
CentreVu Advocate will not be populated.
Things to Know for
CentreVu
Advocate
4
Here are some things you need to know about this report.
●
You can access this report from the Real-Time Split/Skill Category
selector menu.
●
The report caption displayed when the report is run reads “Skill
Overload: xxx” where xxx is the skill name string specified by the
Name Formats window of Tools/Options.
●
This report has two sections: a vertical bar chart and a rolling line
chart.
●
The vertical bar chart consists of:
— A vertical bar for each skill input for the report, showing the
current skill state.
— The y-axis of the report will display, from the bottom up,
“Normal,” “Overload1,” and “Overload2.”
— The x-axis will show the synonym for every skill under the
applicable vertical bar.
— The title: Skill Overload Report
— By default, a legend displays. The legend will show the
synonym for every skill specified in the input, or the skill
number if no skill name has been defined.
●
The rolling line chart consists of:
— When the report is started, only one data point (whether
unknown, normal, overload1 or overload2) is displayed for
each skill. With each refresh, the new status will be added to
the previous refresh. This continues for 20 refreshes, at which
time the oldest data will roll off the chart.
— The x-axis of the chart displays a tick mark for each report
refresh.
— The y-axis of the chart displays, from the bottom up, “Normal,”
“Overload1,” and “Overload2.”
