Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
6-16
Report Example
6
The following report is an example of a Graphical Active Agents report.
Report Description
6
The following table describes the report fields.
Report Heading
Description
Database Item/ Calculation,
Table Name
Skill:
The name or number of the skill (up to 20
characters) that is selected for this report.
syn(SPLIT)
Top Agents
Staffed:
The current number of top agents that are
staffed in SPLIT. Available with Generic 3 and
Generic 2.2 switches with the EAS feature.
However, “top” database items are significant
only for Generic 3 switches and the ECS with
EAS.
TSTAFFED = TAVAILABLE + TAGINRING +
TONACD + TINACW + TINAUX + TOTHER.
TSTAFFED
Flex Agents
Staffed:
The number of agents who are staffing the
skill, but are neither top or reserve agents.
This field will contain backup agents if the
CentreVu Advocate feature is not used,
because the database item consists of agents
whose roll in the skill is backup (regardless of
the administration of
CentreVu Advocate),
allocation, or roving.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
FSTAFFED
