Call Center Solution: Control Agent Time in Skill
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
9-7
Real-Time
Graphical
Allocated Agents
Report
9
This report, which is available only for customers who have
DEFINITY
ECS R6 or later switches with Expert Agent Selection (EAS) and have
purchased
CentreVu Advocate, displays the number of active and staffed
percent allocation agents who are staffing a selected skill.
If
CentreVu Advocate is not activated then those fields on the report
which pertain to
CentreVu Advocate will not be populated.
Things to Know for
CentreVu
Advocate
9
Here are some things you need to know about this report:
●
You can access this report from the Real-Time Split/Skill Category
selector menu.
●
The Graphical Allocated Agents report will show the total number of
active agents and full-time equivalent agents, for a selected skill.
This report will also show the number of Standard, Reserve1, and
Reserve2 agents staffed and the number of each of those
categories of agents who are active for the skill.
— The Call Center manager or supervisor can use this report to
determine how many agents are active from each agent pool
and compare that to the number of total staffed agents.
●
This report shows the following two-dimensional bar charts:
— The chart on the left side of the report displays the agents
active for the specified skill, and has a bar for the number of
standard agents active, a bar for the number of reserve1
agents active and a bar for the number of reserve 2 agents
active.
— The chart on the right side of the report displays staffed agents
and has a bar each for the number of standard agents staffed,
number of reserve1 agents staffed, and number of reserve2
agents staffed.
●
The database items used for the Graphical Allocated Agents Report
are stored in the
csplit
table.
●
The chart type can be changed. See the
CentreVu
Supervisor
Version 8 Reports document (585-210-929) for more information.
