Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-13
Flex Agents 
(Other)The number of flex agents in the OTHER state.
Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.FOTHER
Flex Agents 
(Active)The number of flex agents on ACD calls, plus the 
number of flex agents in ACW, plus the number of 
flex agents with this skill that have an ACD call 
ringing.(FONACD + FINACW + 
FAGINRING)
Reserve1 
Agents (AUX)The number of...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-14
Real-Time 
Graphical Active 
Agents Report
6
This report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with EAS and have purchased 
CentreVu 
Advocate, displays how many agents of different types are active for a 
selected skill.
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-15
Input Fields6The following table describes the input fields on the real-time Graphical 
Active Agents report input window. You must fill in the report input 
window to run the report.
Item Description
Skill:Fill in the Skill input name or number for which you 
want to run the report. You can enter a skill name only 
if the name has been defined in the Dictionary.
Refresh Every...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-16
Report Example6The following report is an example of a Graphical Active Agents report.
Report Description6The following table describes the report fields. 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Top Agents 
Staffed:The current number of top...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-17
Skill StateThe current state of the skill, compared to the 
administered thresholds.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.syn(SKSTATE)
Reserve1 
Agents Staffed:The number of agents staffing this skill as 
reserve1.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R1STAFFED
Reserve2 
Agents Staffed:The number of agents staffing this skill as...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-18
Top Agents 
Active chart— 
“Other Skills”The number of top agents that are doing other 
work. Agents are logged into multiple 
splits/skills other than this one (on an ACD call 
or in ACW, or ACD calls ringing).
For Generic 3, while in Auto-in or Manual-in 
mode: the agent put any call on hold and has 
performed no further action; the agent is on a 
direct call or in ACW for a...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-19
Reserve1 AUX 
Agents Report
6
This report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with EAS and have purchased 
CentreVu 
Advocate, displays the Reserve1 agents who are in AUX and the time in 
AUX, for a specified skill. When this report is accessed from the report 
menu, it displays as the Reserve1 AUX Agents Report. When it is...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-20
Report Example6The following report is an example of a Reserve1 AUX Agents report.
Report Description6This table describes the report fields for the report. 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Reserve1 
Agents in AUXThe number of...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-21
Active 
Split/SkillUse WORKSKILL for the following call 
conditions:
lWhen an agent is on a skill or direct agent 
ACD call or in ACW (this is the skill 
associated with the call or ACW). 
lWhen an agent is available, in AUX or in 
OTHER (this is null [blank]). 
lWhen an agent is on an AUXIN/AUXOUT 
call (this is OLDEST_LOGON skill). 
lWhen an agent is on an AUXIN/AUXOUT 
call...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-22
Reserve2 AUX 
Agents Report
6
This report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with EAS and have purchased 
CentreVu 
Advocate, displays the Reserve2 agents who are in AUX and the time in 
AUX, for a specified skill. When this report is accessed from the report 
menu, it displays as the Reserve2 AUX Agents Report. When it is...