Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
6-28
Drill-Down Top
Agent Work State
Report
6
The following table describes the modified report fields that will
demonstrate the results of this solution:
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
Report Heading
Description
Database Item, Calculation,
or <Calculation Name>
Report Heading
Description
Database Item/ Calculation,
Table Name
Skill State
Current State of this skill, compared to the
administered thresholds.
Requires ECS R6 or later with
CentreVu
Advocate.
syn(SKSTATE)
Role
Agent’s service role for this SPLIT, as defined
in the Dictionary.
Requires ECS R6 or later with
CentreVu
Advocate.
syn(ROLE)
