Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
4-17
Top Agents
(Active)
The number of top agents logged into the skill,
who are on inbound and outbound ACD calls,
plus the number of top agents who are in ACW
for ACD calls, plus the number of top agents
who have ACD calls ringing and are not doing
anything else.
(
TAGINRING)
Flex Agents
(AUX)
The number of flex agents in AUX.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
FINAUX
Flex Agents
(Other)
The number of flex agents in the OTHER state.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
FOTHER
Flex Agents
(Active)
The number of flex agents on ACD calls, plus
the number of flex agents in ACW, plus the
number of flex agents with this skill that have
an ACD call ringing.
(
FAGINRING)
Reserve1
Agents (AUX)
The number of reserve1 agents in AUX.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
R1INAUX
Reserve1
Agents (Other)
The number of reserve 1 agents in the OTHER
state.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
R1OTHER
Reserve1
Agents (Active)
The number of reserve1 agents on ACD calls,
plus the number of reserve1 agents in ACW,
plus the number of reserve1 agents with this
skill that have an ACD call ringing.
(R R
R1AGINRING)
Reserve2
Agents (AUX)
The number of reserve2 agents in AUX.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
R2INAUX
Reserve2
Agents (Other)
The number of reserve2 agents in the OTHER
state.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
R2OTHER
Report Heading
Description
Database Item/ Calculation,
Table Name
