CentreVu
®
Advocate Database Items and Calculations
CentreVu® Advocate Release 8 User Guide
Agent Database Items
13-17
PERCENT
The agent’s percent allocation (0-100) for a skill.
Requires a
DEFINITY ECS R6 or later with EAS.
S
PREFERENCE
The agent’s call handling preference. Values are NEED (greatest
need) LVL (skill level), and PCNT (percent allocation).
Requires a
DEFINITY ECS R5 or R6 or later with EAS. PCNT is
only available on the ECS R6 or later.
S
ROLE
The agent’s service role for the split. Values are: Top, Reserve,
Backup, Standard, Roving, and Flex.
Requires a
DEFINITY ECS R6 or later with EAS.
S
SKLEVEL
Indicates the agent’s skill level (1-16) for a normal skill or reserve
level (1 or 2) for a reserve skill. This SKLEVEL applies to
LOGONSKILL.
Requires a
DEFINITY ECS R5 or R6 or later with EAS. Reserve
levels are only available on the ECS R6 or later.
S
SKLEVEL2-20
Indicates the agent’s skill level (1-16) for a normal skill or reserve
level (1 or 2) for a reserve skill. This SKLEVEL2-20 applies to
LOGONSKILL2-20.
Requires a
DEFINITY ECS R5 or R6 or later with EAS. Reserve
levels are only available on the ECS R6 or later.
S
SKPERCENT
The agent’s percent allocation for LOGONSKILL.
Requires a
DEFINITY ECS R6 or later with EAS.
S
SKPERCENT2-20
The agent’s percent allocation for LOGONSKILL2-20.
Requires a
DEFINITY ECS R6 or later with EAS.
S
TOPSKILL
The TOPSKILL of an agent will be 0 except when
PREFERENCE is skill level (LVL). This means that an agent will
not have a top skill or be counted in any split/skill table Top Skill
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.
Requires a
DEFINITY ECS R5 or R6 or later with EAS. PCNT
and reserve levels are only available on the ECS R6 or later.
S
USE_SVC_OBJ
The agent requests calls based on the administered service
objective for this skill. Values are 1=YES, 2=NO.
Requires a
DEFINITY ECS R6 or later with EAS.
S
Database Item
Description
Item
Type
Содержание CentreVu Advocate
Страница 1: ...CentreVu Advocate Release 8 User Guide 585 210 927 Comcode 108502162 Issue 1 December 1999...
Страница 118: ...Call Center Solution Handle Any Media CentreVu Advocate Release 8 User Guide Things to Note 4 26...
Страница 138: ...Call Center Solution Minimize Abandoned Calls CentreVu Advocate Release 8 User Guide Things to Note 5 20...
Страница 200: ...Call Center Solution Better Serve Selected Callers CentreVu Advocate Release 8 User Guide Things to Note 8 16...
Страница 220: ...Call Center Solution Control Agent Time in Skill CentreVu Advocate Release 8 User Guide Things to Note 9 20...
Страница 264: ...Administer CentreVu Advocate on DEFINITY ECS CentreVu Advocate Release 8 User Guide Feature Interactions 11 32...
Страница 302: ...CentreVu Advocate Database Items and Calculations CentreVu Advocate Release 8 User Guide Calculations 13 24...
Страница 326: ...Glossary CentreVu Advocate Release 8 User Guide GL 24...
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