Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
4-13
Real-Time
Graphical
Staffing Profile
Report
4
This report is available only for customers who have
DEFINITY ECS R6
or later switches with EAS and have purchased
CentreVu Advocate. It
shows how many of what type of agents are staffing a specified skill as
Active, in Other, or in AUX.
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.
●
Call center supervisors can use this report to see how many agents
are active, in Other or in auxiliary work (AUX). This report will also
show the supervisor what type of agents are in those fields.
●
This report has four charts, with the following information:
— The upper left quadrant chart shows Top agents staffed, active,
in AUX, and in Other for the specified skill.
— The upper right quadrant chart shows Flex agents staffed,
active, in AUX, and in Other for the specified skill.
— The lower right quadrant chart shows Reserve2 agents staffed,
active, in AUX, and in Other for the specified skill.
— The lower left quadrant chart shows Reserve1 agents staffed,
active, in AUX, and in Other for the specified skill.
●
The database items used for the Graphical Staffing Profile Report
are stored in the
csplit
table.
●
You may change the report in Report Designer to display information
on agents who are available (AVAIL).
●
The chart type can be changed. See the
CentreVu
®
Supervisor
Version 8 Reports document (585-210-929).
