Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
6-25
Modified Reports
6
The following
CentreVu Supervisor reports have been modified to
support the
CentreVu Advocate feature set.
Real-Time Multi-
ACD Top Agent
Report
6
The following table describes the modified report fields that will
demonstrate the results of this solution:
Time
The elapsed time since the last agent
WORKMODE change for any 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
Report Heading
Description
Database Item, Calculation,
or <Calculation Name>
Skill State
Current state of this skill, compared to the
administered thresholds.
Requires ECS R6 or later with
CentreVu
Advocate.
syn(SKSTATE)
Flex Agents
Staffed
Number of agents who are staffing the skill, but
are neither top or reserve agents.
Requires ECS R6 or later with
CentreVu
Advocate.
FSTAFFED
Reserve1
Agents Staffed
Number of agents staffing this skill as
reserve1.
Requires ECS R6 or later with
CentreVu
Advocate.
R1STAFFED
Reserve2
Agents Staffed
Number of agents staffing this skill as
reserve2.
Requires ECS R6 or later with
CentreVu
Advocate.
R2STAFFED
