Call Center Solution: Make Agent Idle Time More Uniform
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
10-5
Real-Time
Graphical Agent
Information Report
10
The following table describes the modified report fields:
Real-Time
Split/Skill Graphical
Status Report
10
The following table describes the modified report fields:
Report Heading
Description
Database Item,
Calculation, or
<Calculation Name>
Top Skill:
The agent’s first-administered, highest-level, measured
skill, where skill level 1 is the highest, skill level 16 is the
lowest. The TOPSKILL of an agent will be 0 except
when PREFERENCE is a skill level (LVL). This means
that an agent will not have a top skill or be counted in
any split table TOPSKILL items if their call handling
preference is Greatest Need (NEED) or percent
allocation (PCNT). In addition, agents who have skill
level preference, but only reserve levels for all their
skills, will not have a TOPSKILL.
syn(TOPSKILL)
Call Handling
Preference:
The agent’s call handling preference. Values are blank,
skill level (LVL) or greatest need (NEED), or percent
allocation (PCNT).
syn(PREFERENCE)
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)
