Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
4-18
Historical
Graphical Skill
Overload Report
4
The Graphical Skill Overload report shows how much time each skill has
spent in normal versus overload condition for the intervals specified for a
particular day.
This report is available only if you have purchased the Expert Agent
Select (EAS) feature.
Things to Know for
CentreVu
Advocate
4
Here are some things you need to know about this report.
●
The Graphical Skill Overload report is available in a daily version.
●
The database items for the Graphical Skill Overload report are
stored in the
hsplit
(intrahour interval) table.
●
This report displays a horizontal bar chart with a horizontal bar for
each skill.
●
If you notice a trend toward increased time in overload state, you
may need to train or hire additional agents for that skill.
Input Fields
4
The following table describes the fields on the input window. You must fill
in the window to run the report.
Reserve2
Agents (Active)
The number of reserve2 agents on ACD calls,
plus the number of reserve2 agents in ACW,
plus the number of reserve2 agents with this
skill that have an ACD call ringing.
Reserve2 agents (Active) = R2ONACD +
R2INACW + R2AGINRING.
(R R
R2AGINRING)
Report Heading
Description
Database Item/ Calculation,
Table Name
