Task: naming your call center entities in the Dictionary
CentreVu CMS Administration
Changing agent string values
3-20
•
BACKUP — the agent helps to answer the skill's calls when his/
her top skill is not busy.
•
ROVING — the agent answers a skill's calls when this skill has
the greatest need.
•
RESERVE — the agent helps answer the skill's calls when the
skill is over threshold. These roles vary according to call-handling
preference.
E
N D
O F
S T E P S
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Reference
If you assign values that are longer than 20 characters, the values are
truncated when they are displayed on those reports. You can, however,
create a similar custom report that accommodates the longer string
values.
Any change to the agent string values affects what you see in the
descriptive data (word) fields on your agent reports. See “Task:
running, printing, exiting, and restarting a report” for more
information.
You can script the Agent String Values window and schedule the script.
See “Task: automating your activities with scripting” for more
information.
Summary of Contents for CentreVu CMS Administration
Page 1: ...585 210 910 Comcode 108501743 Issue 1 November 1999 CentreVu CMS Administration...
Page 12: ...About this information product CentreVu CMS Administration xii...
Page 148: ...Task automating your activities with scripting CentreVu CMS Administration Task reference 5 16...
Page 382: ...Task learning and using Solaris CentreVu CMS Administration Restore files in Solaris 12 12...
