Call Center Solution: Control Agent Time in Skill
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
9-9
Report Example
9
The following report is an example of a Graphical Allocated Agents
report.
Report Description
9
The following table describes the report fields:
Report Heading
Description
Database Item/ Calculation,
Table Name
Skill:
The name or number of the skill (up to 20
characters) that is selected for this report.
syn(SPLIT)
Skill State
The current state of the skill, compared to the
administered thresholds.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
syn(SKSTATE)
Total Agents
Active:
The current number of POSITIONS that are on
inbound and outbound ACD calls; plus the
current number of POSITIONS that are in after
call work (ACW), including agents on
ACWIN/ACWOUT calls as well as agents in
ACW not associated with an ACD call; plus the
current number of POSITIONS at which skill or
direct agent calls are ringing.
ONACD + INACW + AGRING
Full Time
Equivalent
Agents Staffed:
CentreVu Advocate full-time equivalent
number of agents staffed for this skill.
Full Time Equivalent Agents Staffed =
TOT_PERCENTS / 100.
FTE_AGENTS
