Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
6-14
Real-Time
Graphical Active
Agents Report
6
This report, which is available only for customers who have
DEFINITY
ECS R6 or later switches with EAS and have purchased
CentreVu
Advocate, displays how many agents of different types are active 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
6
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 the number of Top,
Flex, Reserve1, and Reserve2 agents staffed. The supervisor will
also be able to see the number of each of those categories of
agents who are active for the skill.
●
This report consists of two charts, as well as individual data items
and field labels.
●
This report has a two-dimensional bar chart, with the following
information:
— The title of the chart is “Top Agents Active,” and is centered
above the bar chart.
— The x-axis contains the labels, “This Skill” and “Other Skills,”
while the y-axis shows the number of agents.
●
This report has a three-dimensional pie chart, with the following
information for the number of agents active for the specified skill:
— The title of the chart is “Active Agents for xxx,” where xxx is the
specified skill, and is centered above the pie chart.
— The pie chart’s legend will be displayed by default, and shows
Top, Flex, Reserve1, and Reserve2 agents.
— The number of agents for each category are displayed.
●
The database items used in the Graphical Active Agents report are
stored in the
csplit
table.
●
The chart type can be changed. See the
CentreVu
®
Supervisor
Version 8 Reports document (585-210-929) for more information.
