Call Center Solution: Control Agent Time in Skill
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
9-10
Standard
Agents (active)
The current number of POSITIONS that are on
inbound and outbound ACD calls; plus the
current number of POSITIONS that are in
ACW, including agents on ACWIN/ACWOUT
calls as well as agents in ACW not associated
with an ACD call. This also includes the current
number of POSITIONS at which skill or direct
agent calls are ringing, minus the reserve1
agents (active); or the number of reserve1
agents on ACD calls, plus the number of
reserve1 agents in ACW, plus the number of
reserve1 agents with this skill that have an
ACD call ringing. This field is minus the
reserve2 agents (active); or the number of
reserve2 agents on ACD calls, plus the
number of reserve2 agents in ACW, plus the
number of reserve2 agents with this skill that
have an ACD call ringing.
(ONACD + INACW +
AGINRING) - (R
R R1AGINRING) -
(R R
R2AGINRING)
Standard
Agents (staffed)
The current number of POSITIONS that are
staffed (logged in), minus the number of agents
staffing this skill as reserve1, minus the
number of agents staffing this skill as reserve2.
STAFFED - R1STAFFED -
R2STAFFED
Reserve1
Agents (active)
The number of reserve1 agents on ACD calls,
plus the number of reserve1 agents in ACW,
plus the number of reserve1 agents with this
skill that have an ACD call ringing.
(R R
R1AGINRING)
Reserve1
Agents Staffed:
The number of agents staffing this skill as
reserve1.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
R1STAFFED
Reserve2
Agents (active)
The number of reserve2 agents on ACD calls,
plus the number of reserve2 agents in ACW,
plus the number of reserve2 agents with this
skill that have an ACD call ringing.
(R R
R2AGINRING)
Reserve2
Agents Staffed:
The number of agents staffing this skill as
reserve2.
Requires
DEFINITY ECS R6 or later with
CentreVu Advocate.
R2STAFFED
Report Heading
Description
Database Item/ Calculation,
Table Name
