Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
6-29
Drill-Down Work
State Report
6
The following table describes the fields of the report that will demonstrate
the results of this solution:
Integrated
Graphical Split/Skill
View Report
6
The following table describes the modified report fields that will
demonstrate the results of this solution. In addition, other fields on this
report may be used to verify the solution in this chapter; for example, the
agent work state fields and Agents Staffed:
.
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)
Report Heading
Description
Database Item, Calculation, or
<Calculation Name>
Skill State
The current state of the skill compared to the
administered thresholds.
syn(SKSTATE)
