Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
6-22
Reserve2 AUX
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 the Reserve2 agents who are in AUX and the time in
AUX, for a specified skill. When this report is accessed from the report
menu, it displays as the Reserve2 AUX Agents Report. When it is
accessed by drilling down from the AUX work state, it displays as the
Reserve2 AUX Work State Report.
Things to Know for
CentreVu
Advocate
6
Here are some things you need to know about this report:
●
You can access this report the following ways:
— From the Real-Time Agent Category selector menu.
— By drilling down to this report from the AUX work state of
Reserve1 agents, or R2INAUX.
●
Call center managers can use this report to see the Reserve2
agents in each AUX work state, for a specified skill. For each agent,
the manager will also be able to see information such as the length
of time in the AUX work state.
●
The database items used for the Reserve2 AUX Agents report are
stored in the
csplit and cagent
tables.
●
This report consists of a table and two data fields. The report table
contains a row for each agent who is in the specified state for the
specified skill.
●
The report caption will read “Reserve2 AUX Work State Report—
xxx,” where xxx is the skill name string specified by the user.
Time
The elapsed time since the last agent
WORKMODE change for any split/skill. This
item is not reset if the DIRECTION changes,
but WORKMODE remains the same. For
example, if the agent goes from AUX to
AUXOUT to AUX, AGTIME continues without
resetting.
AGTIME
Report Heading
Description
Database Item/ Calculation,
Table Name
