Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
7-8
Report Example
7
The following report is an example of the Split/Skill report. Fields that are
useful from
CentreVu Advocate are shown in boxes.
Report Description
7
The following table describes the report fields that are most meaningful
for
CentreVu Advocate. Specifically, the Avg Speed Ans field will
demonstrate the results of this solution.
Report Heading
Description
Database Item, Calculation
or <Calculation Name>
Splits/Skill
The name or number of the split(s)/(skill(s)
selected for the report.
syn(SPLIT)
Skill State
Current state of this skill, compared to the
administered thresholds.
Requires ECS R6 or later with
CentreVu
Advocate.
syn(SKSTATE)
Calls Waiting
The number of split or skill ACD calls waiting to
be answered. This includes calls that are in
queue and ringing at an agent voice terminal. It
does not include direct agent calls for the
Generic 3 switch.
INRING
