Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-11
Historical 
Graphical 
Average 
Positions Staffed 
Report 
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This report is available for customers who have purchased CentreVu 
Advocate and the
 DEFINITY ECS R6 or later. This report shows, for a 
specified skill, the maximum agent positions allocated for the skill, as well 
as the average positions staffed. This allows call center supervisors to 
see historically how...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-12
Input Fields9The following table describes the input fields on historical Graphical 
Average Positions Staffed report input windows. 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 Dictionary....

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-13
Report Example9The following report is an example of a Graphical Average Positions 
Staffed report.
Report Description9The following table describes the report fields. 
Report Heading DescriptionDatabase Item, Calculation 
or 
SkillThe name or number of the skill that is 
selected for this report.syn(SPLIT)
Max Pos 
AllocatedThe maximum agent positions allocated for this...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-14
Integrated Agent 
Graphical 
Information 
Report
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The Integrated Agent Graphical Information report shows information and 
statistics for an agent from a specified interval start time, within the past 
24 hours. 
Things to Know For 
CentreVu Advocate9
Supervisors can use this report to access further information on one 
particular agent without having to execute several...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-15
Report Description9This table describes the report fields. 
Report Heading DescriptionDatabase Item, Calculation, 
or 
Agent:The names (or agent IDs if the names have not 
been assigned in Dictionary) of the agents 
assigned and logged into this split/skill.syn(LOGID)
Login ID:The login identification of the agent. LOGID
Extn:The extension that the agent logged in from....

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-16
AUX Reason:The reason code associated with the agent 
current state. This is blank if the agent is not in 
the AUX state. For agents in AUX on switch 
releases that are earlier than the ECS or that 
do not have EAS and reason codes enabled, 
this will only be 0 (zero).syn(AUXREASON)
Top Skill:The agent’s first-administered, highest-level, 
measured skill, where skill...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-17
Modified Reports9The following additional reports have been modified to support CentreVu 
Advocate. The modified report fields are described here.
Real-Time 
Graphical Agent 
Information Report 
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The following table describes the new field on the modified report: 
Real-Time 
Split/Skill Graphical 
Status Report
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The following table describes the new and modified report...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-18
Real-Time 
Queue/Agent 
Status Report 
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The following table describes the new and modified report fields  LevelThe skill level associated with the agent’s 
current WORKSKILL, when WORKSKILL, is 
not null.
Requires a Generic 2.2 or Generic 3 Version 2 
or later switch with the EAS feature.
For 
CentreVu Advocate, in the cagent table, 
WORKSKLEVEL contains either a skill...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Things to Note9-19
Things to Note9
The following list includes some things to be aware of when implementing 
the solution in this chapter:
lAgents can be assigned percentages based on their existing skill 
level assignment or level of expertise within a skill.
lHaving assignments of 10%, 35%, and 55% is similar to having skill 
levels of 3, 2, and 1, respectively.
lThe configuration in this chapter will evenly...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Things to Note9-20