Lucent Technologies CentreVu Advocate, Руководство пользователя

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CentreVu
®
Advocate Database Items and Calculations
CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items
13-13
GNOTHER The number of greatest need agents who are doing other work.
Available on the R6 ECS and later.
For the G3 ECS with EAS, while in Auto-In or Manual-In, the
agent is in other work if:
●
the agent put any call on hold and has performed no further
action
●
the agent is on a direct agent call or in ACW for a direct
agent call
●
the agent is dialing to place a call or to activate a feature
●
an extension call or direct agent ACD call is ringing with no
other activity
●
the agent is logged into multiple splits/skills and doing work
for a split/skill other than this one (on an ACD call or in
ACW).
With multiple call handling, the agent is available for other call
handling and splits/skills.
The agent will display in the GNOTHER state after the link to the
switch comes up and directly after the agent logs in before the
CMS is notified of the agent’s work state.
S
GNSTAFFED Current number of greatest need agents that are staffed in
SPLIT. Available on the R6 ECS and later. S
I_NORMTIME The amount of time in seconds (0-3600) that this skill spent
under all administered thresholds.
Requires a
DEFINITY ECS R6 or later with EAS.
C
I_OL1TIME The amount of time, in seconds (0-3600), that the skill spent over
threshold 1.
Requires a
DEFINITY ECS R6 or later with EAS.
C
I_OL2TIME The amount of time, in seconds (0-3600), that this skill spent
over threshold 2.
Requires a
DEFINITY ECS R6 or later with EAS.
C
MAX_TOT_PERCENTS The maximum total staffed agent percentages allocated to a
skill.
Requires a
DEFINITY ECS R6 or later with EAS.
N
R1AGINRING The number of reserve1 agents with this skill ACD call ringing
(0-999).
Requires a
DEFINITY ECS R6 or later with EAS.
S
Database Item Description
Item
Type