CentreVu
®
Advocate Database Items and Calculations
CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented
13-5
Only when the skill is in an overload state will the appropriate
reserve agents serve that skill. These agents have a special agent
“service” role. When the agents are available, but the skill is not in
the appropriate state, the agent is tracked as “other.”
●
Agent Counts: The number of agents in various states are stored in
the split/skill tables by agent type. Reserve agents are stored in
R1
xxx and R2xxx database items. Top agents are stored in Txxx
and flex agents are stored in F
xxx database items. Flex agents can
have a role of roving, backup, or allocated.
●
Agent Time in Skill: Agents’ ACD/After Call Work (ACW) time can
be tracked by skill. Non-ACD time in standard skills is as follows:
agents with the tracked skill as the top skill use 100 percent, while
agents who are percent allocated use the same percentage for both
ACD and non-ACD time. Backup, Roving, or Reserve agents track
none of their non-ACD time toward this skill.
●
Agent Role: ROLE is a new database item that has been added to
the agent tables to describe how an agent participates in a skill. The
agent’s role is based on both the agent’s Skill Level and Call
Handling Preference. Agents with a reserve skill have a role of
Reserve. Non-EAS agents and agents with Greatest need Call
Handling Preference have a role of Roving. Top agents have a role
of Top. Skill Level Call Handling Preference agents who are neither
top or reserve have a role of Backup. Agents who are Percent
Allocated have a role of Allocated.
Calculations
0
CentreVu CMS uses calculations of database items in many reports. All
standard
CentreVu CMS Dictionary calculations are listed alphabetically
and described at the end of this chapter. You can use standard
calculations in custom reports, or you can create new ones. You should
never modify standard calculations or the meaning of the data will be
changed.
