Lucent Technologies Centrevu Advocate Release 8 User Guide

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items13-13
GNOTHERThe 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: 
lthe agent put any call on hold and has performed no further 
action
lthe agent is on a direct agent call or in ACW for a direct 
agent call
lthe agent is dialing to place a call or to...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items13-14
R1AVAILABLEThe number of reserve1 agents who are available to take a call 
(0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R1INACWThe number of reserve1 agents in ACW for this skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R1INAUXThe number of reserve1 agents in AUX work for this skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R1ONACDThe...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Split/Skill Database Items13-15
Switch Cross-
Reference for 
Split/Skill Database 
Items 
0
All new items for CentreVu Advocate are only available on the DEFINITY 
ECS R6 and later. No existing split/skill database items were modified for 
CentreVu Advocate. SKSTATEThe current state for the skill compared to all administered 
thresholds.
Requires a 
DEFINITY ECS R6 or later with EAS.S
TOT_PERCENTSThe total...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Agent Database Items13-16
Agent Database Items0
Introduction0The Agent database item descriptions apply to real-time and historical 
items. 
Type Column0The Ty p e column refers to Cumulative (C), Administrative (A), Status 
(S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum 
Value (M) data. Cumulative, Administrative, Row Identifier, Busy Hour, 
and Maximum Value items apply to both the...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Agent Database Items13-17
PERCENTThe agents percent allocation (0-100) for a skill.
Requires a 
DEFINITY ECS R6 or later with EAS.S
PREFERENCEThe agents 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
ROLEThe agents service role for the split. Values...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Agent Database Items13-18
Switch Cross-
Reference for 
Agent Database 
Items 
0
The following table lists the switch cross-references for the modified 
agent database items. All new items for 
CentreVu Advocate are only 
available on the 
DEFINITY ECS R6 or later, and are not included in this 
table. WORKSKLEVELContains either a skill level (1-16) for a normal skill or a reserve 
level (1 or 2) for a reserve...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Agent Login/Logout Database Items13-19
Agent Login/Logout Database Items0
Introduction0The Agent Login/Logout database item descriptions are historical items 
specific to the Agent Login/Logout (haglog) table. The indexes are 
SPLIT and ROW_DATE.
Agent 
Login/Logout 
Database Items
0
The following historical agent login/logout database items have been 
added or modified to support 
CentreVu Advocate.
Database...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Agent Login/Logout Database Items13-20
Switch Cross-
Reference for 
Agent 
Login/Logout 
Database Items 
0
The following table lists the switch cross-references for the modified 
agent login/logout database items. All new items for 
CentreVu Advocate 
are only available on the 
DEFINITY ECS R6 or later, and are not included 
in this table.
Database Item G2.1 G2.2 G3V1G3V2/
G3V3 G3V4ECS 
R5ECS 
R6ECS 
R7ECS 
R8...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Calculations13-21
Calculations0
The following table lists all of the standard CentreVu CMS Dictionary 
calculations that have been added or modified to support 
CentreVu 
Advocate. These calculations are used in real-time and historical reports. 
You can also use them in Report Designer reports.
Do NOT modify any of the standard 
CentreVu CMS Dictionary 
calculations. If you modify the standard calculations the...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Calculations13-22
Reports-specific 
Calculations
0
The following calculations have been added to CentreVu Supervisor 
reports to support 
CentreVu Advocate. They are not stored in the 
database, but are rather stored with the reports. The report names listed 
indicate where the calculations are used. R1ACTIVE_AGT R1AGINRING + R1ONACD + 
R1INACWThe number of reserve1 
agents on ACD calls, 
ringing, or in ACW for...