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 reserve1 agents in AUX.
Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.R1INAUX
Reserve1 
Agents (Other)The number of reserve 1 agents in the OTHER state.
Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.R1OTHER
Reserve1 
Agents (Active)The number of reserve1 agents on ACD calls, plus 
the number of reserve1 agents in ACW, plus the 
number of reserve1 agents with this skill that have 
an ACD call ringing.(R1ONACD + R1INACW + 
R1AGINRIGN)
Reserve2 
Agents (AUX)The number of reserve2 agents in AUX.
Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.R2INAUX
Reserve2 
Agents (Other)The number of reserve2 agents in the OTHER state.
Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.R2OTHER
Reserve2 
Agents (Active)The number of reserve2 agents on ACD calls, plus 
the number of reserve2 agents in ACW, plus the 
number of reserve2 agents with this skill that have 
an ACD call ringing.(R2ONACD + RSINACW 
+ R2AGINRING) Report Heading DescriptionDatabase Item/ 
Calculation, Table Name 
						

							  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 populated.
Things to Know for 
CentreVu Advocate6
Here are some things you need to know about this report.
lYou can access this report from the Real-Time Split/Skill Category 
selector menu.
lCall center supervisors can use this report to see the number of Top, 
Flex, Reserve1, and Reserve2 agents staffed. The supervisor will 
also be able to see the number of each of those categories of 
agents who are active for the skill.
lThis report consists of two charts, as well as individual data items 
and field labels.
lThis report has a two-dimensional bar chart, with the following 
information:
— The title of the chart is “Top Agents Active,” and is centered 
above the bar chart.
— The x-axis contains the labels, “This Skill” and “Other Skills,” 
while the y-axis shows the number of agents.
lThis report has a three-dimensional pie chart, with the following 
information for the number of agents active for the specified skill:
— The title of the chart is “Active Agents for xxx,” where xxx is the 
specified skill, and is centered above the pie chart.
— The pie chart’s legend will be displayed by default, and shows 
Top, Flex, Reserve1, and Reserve2 agents.
— The number of agents for each category are displayed.
lThe database items used in the Graphical Active Agents report are 
stored in the csplit table.
lThe chart type can be changed. See the CentreVu® Supervisor 
Version 8 Reports 
document (585-210-929) for more information.  
						

							  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  
SecondsEnter the number of seconds (3 to 600) to specify 
how rapidly 
CentreVu CMS should update the report 
data.
The default for the Refresh Every  Seconds: field 
in this window is your assigned minimum refresh rate 
plus 15 seconds. To find out what your minimum 
refresh rate is, or to change it, check with your 
CentreVu CMS administrator.
Enable Report 
ThresholdsCheck the Enable Report Thresholds option to start 
the report with report thresholds running. Uncheck the 
option if you do not want to run report thresholds.
Run MinimizedCheck the Run Minimized option to run the report in a 
minimized window. Uncheck the option to run the 
report at full size. 
						

							  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 agents that are 
staffed in SPLIT. Available with Generic 3 and 
Generic 2.2 switches with the EAS feature. 
However, “top” database items are significant 
only for Generic 3 switches and the ECS with 
EAS.
TSTAFFED = TAVA I L A B L E + TAGINRING + 
TONACD + TINACW + TINAUX + TOTHER.TSTAFFED
Flex Agents 
Staffed:The number of agents who are staffing the 
skill, but are neither top or reserve agents.
This field will contain backup agents if the 
CentreVu Advocate feature is not used, 
because the database item consists of agents 
whose roll in the skill is backup (regardless of 
the administration of 
CentreVu Advocate), 
allocation, or roving.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.FSTAFFED 
						

							  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 
reserve2.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R2STAFFED
Top Agents 
Active chart—
“This Skill”The number of top agents logged into the skill, 
who are on inbound and outbound ACD calls, 
plus the number of top agents who are in ACW 
for ACD calls, plus the number of top agents 
who have ACD calls ringing and are not doing 
anything else.TONACD + TINACW + 
TAGINRING Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e 
						

							  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 direct agent call; the 
agent is dialing to place a call or to activate a 
feature; an extension call or a direct agent 
ACD call is ringing with no other activity.
For Generic 3 EAS with multiple call handling, 
agents are available for other, multiple call 
handling skills.
Agent POSITIONS will show up in TOTHER 
directly after the link to the switch comes up 
and directly after the agents log in before the 
CentreVu CMS is notified of the agent’s work 
state.
Available with Generic 3 and Generic 2.2 
switches with the EAS feature. However, “top” 
database items are only significant for Generic 
3 switches and ECS with EAS.
TOTHER includes TDA_INACW and 
TDA_ONACD.TOTHER
Agents Active 
chart—Top 
AgentsThe number of top agents logged into the skill, 
who are on inbound and outbound ACD, plus 
the number of top agents who are in ACW for 
ACD calls, plus the number of top agents who 
have ACD calls ringing and are not doing 
anything else.TONACD + TINACW + 
TAGINRING
Agents Active 
chart—Flex 
AgentsThe 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
Agents Active 
chart—
Reserve1 
AgentsThe number of reserve1 agents on ACD calls, 
plus the number of reserve1 agents in ACW, 
plus the number of reserve1 agents with this 
skill that have an ACD call ringing.R1ONACD + R1INACW + 
R1AGINRING Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e 
						

							  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 
accessed by drilling down from the AUX work state, it displays as the 
Reserve1 AUX Work State Report.
Things to Know for 
CentreVu Advocate6
Here are some things you need to know about this report:
lYou can access this report the following ways:
— From the Real-Time Agent Category selector menu.
— By drilling down to this report from the AUX work state of 
Reserve1 agents, or R1INAUX.
lCall center managers can use this report to see the Reserve1 
agents in each AUX work state, for a specified skill. For each agent, 
the manager will also be able to see information such as the length 
of time in the AUX work state.
lThe database items used for the Reserve1 AUX Agents report are 
stored in the csplit and cagent tables.
lThis report consists of a table and two data fields. The report table 
contains a row for each agent who is in the specified state for the 
specified skill.
lThe report caption will read “Reserve1 AUX Work State Report—
xxx,” where xxx is the skill name string specified by the user. Agents Active 
chart—
Reserve2 
AgentsThe number of reserve2 agents on ACD calls, 
plus the number of reserve2 agents in ACW, 
plus the number of reserve2 agents with this 
skill that have an ACD call ringing.R2ONACD + R2INACW + 
R2AGINRING Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
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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 reserve1 agents in AUX.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R1INAUX
Agent NameThe name of the agent. syn(LOGID)
Login IDThe Login ID that was used to staff the 
EXTENSION. Agents in multiple splits/skills 
have one LOGID.LOGID
RoleAgent’s service role for this SPLIT, as defined 
in the Dictionary.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.syn(ROLE) 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
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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 from the available state, while in AUX 
or with an AUXIN/AUXOUT call on hold 
(this is OLDEST_LOGON skill). 
lWhen an agent is on an AUXOUT call 
with an ACD call on hold (this is the skill 
associated with the ACD call).
NOTE: WORKSKILL differs from WORKSPLIT 
only in the case that the agent is available. In 
this case, WORKSKILL will be blank and 
WORKSPLIT will contain one of the skills in 
which the agent is available. For releases with 
the EAS feature active, it is recommended to 
use WORKSKILL instead of WORKSPLIT in 
reports.
Requires a Generic 2.2 or Generic 3 Version 2 
or later switch with the EAS feature.syn(WORKSKILL)
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 level 
(1-16) for a normal skill, or a reserve level (1 or 
2) for a reserve skill. This WORKSKLEVEL 
applies to WORKSKILL.syn(WORKSKLEVEL) Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e 
						

							  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 
accessed by drilling down from the AUX work state, it displays as the 
Reserve2 AUX Work State Report.
Things to Know for 
CentreVu Advocate6
Here are some things you need to know about this report:
lYou can access this report the following ways:
— From the Real-Time Agent Category selector menu.
— By drilling down to this report from the AUX work state of 
Reserve1 agents, or R2INAUX.
lCall center managers can use this report to see the Reserve2 
agents in each AUX work state, for a specified skill. For each agent, 
the manager will also be able to see information such as the length 
of time in the AUX work state.
lThe database items used for the Reserve2 AUX Agents report are 
stored in the csplit and cagent tables.
lThis report consists of a table and two data fields. The report table 
contains a row for each agent who is in the specified state for the 
specified skill.
lThe report caption will read “Reserve2 AUX Work State Report—
xxx,” where xxx is the skill name string specified by the user. TimeThe elapsed time since the last agent 
WORKMODE change for any split/skill. This 
item is not reset if the DIRECTION changes, 
but WORKMODE remains the same. For 
example, if the agent goes from AUX to 
AUXOUT to AUX, AGTIME continues without 
resetting.AGTIME Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e