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 
9
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 many agents were counted on for a skill in 
comparison to how many agents were actually available on the skill.
Things to Know for 
CentreVu Advocate9
Here are some things you need to know about this report.
lThis report is available only on the DEFINITYâ ECS R6 or later with 
EAS. If 
CentreVu Advocate is not activated, then the fields on the 
report that pertain to 
CentreVu Advocate will not populate.
lThis report is accessed from the historical folder of the report 
selector window, via the Split/Skill category, under “Graphical 
Average Positions Staffed.”
lThe report input window allows the user to specify a skill name or 
number, the time intervals, and the report destination.
lThe caption displayed on the report is “Average Positions Staffed - 
xxx” where xxx is the skill string name specified by the user in the 
Name Format window.
lThe date for which the report is run displays at the top right of the 
report.
lThe primary component of this report is a 2-D vertical bar chart with 
the following components:
— The y-axis of the chart has gradients for the number of agents.
— The x-axis of the chart displays the specified time intervals.
— The legend displays “Max Post Allocated” and “Avg Pos 
Staffed.”
lThe chart type can be changed. See the CentreVuâ Supervisor 
Version 8 Reports 
document (585-210-929) for more information.  
						

							  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.
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: 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 
skill.MAX_DEDICATED_AGT
Avg Pos StaffedThe average positions staffed for this skill. AVG_EQV_AG_STFD 
						

							  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
9
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 steps and several 
different reports to get the pertinent information. This report enables 
supervisors to quickly evaluate agent performance and decide whether 
an agent should be added to or removed from a skill.
Report Example9This figure provides an example of an Agent Graphical Information 
report. Fields that are meaningful for 
CentreVu Advocate are shown in 
boxes. 
						

							  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. EXTENSION
State:The current work mode (state) that the agent is 
in (AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, UNSTAFF) 
and the call direction (blank, IN or OUT).syn(AWORKMODE) and 
syn(DIRECTION)
Time:The 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
Active 
Split/Skill:When an agent is on a split/skill or direct agent 
ACD call or in ACW, this is the split/skill 
associated with the call or ACW. When an 
agent is available, in AUX or in OTHER, this is 
null (blank). 
When an agent is on an AUXIN/AUXOUT call, 
this is the OLDEST_LOGON split/skill.
When 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 the 
OLDEST_LOGON split/skill. 
When an agent is on an AUXIN call with an 
ACD call on hold, this is the OLDEST_
LOGON split/skill.
When an agent is on an AUXOUT call with an 
ACD call on hold, this is the split/skill 
associated with the ACD call.syn(WORKSKILL) 
						

							  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 level 1 is the 
highest, and skill level 16 is the lowest.syn(TOPSKILL)
Preference:The agent’s call handling preference. Values 
are blank, skill level (LVL), percent (PCNT)or 
greatest need (NEED).syn(PREFERENCE)
ACD Calls:The queued ACD calls to the split/skill that 
were answered by an agent in the split/skill. 
This does not include direct agent calls, but it 
does include ACD calls placed by an adjunct 
(outbound predictive dialing - Generic 2.2 
switches with ASAI Gateway or Generic 
switches with ASAI only).sum(ACDCALLS)
Login Time:The time of the day that the agent logged into 
this SPLIT. This field is not set unless the agent 
is logged in. Values include NULL and time-of-
day.LOGONSTART
Move 
Pending?:A move to a new split or skill or a change of 
skills is pending for this agent. This is available 
only for Generic 3 Version 4 and later switch 
releases with the “Move Agent While Staffed” 
feature.MOVEPENDING
Direct Agent 
Skill:The skill that is currently assigned as the 
agent’s direct agent skill. Direct agent calls to 
the agent are queued to this skill. syn(DA_SKILL)
Direct Agent 
Calls:The number of direct agent ACD calls that the 
agent answered.DA_ACDCALLS
Split/SkillThe split/skill number for which the data was 
collected.syn(SPLIT)
LevelThe skill level (1-16) or reserve skill level (1 or 
2) that is associated with the SPLIT.syn(LEVEL) Report Heading DescriptionDatabase Item, Calculation, 
or  
						

							  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 
9
The following table describes the new field on the modified report: 
Real-Time 
Split/Skill Graphical 
Status Report
9
The following table describes the new and modified report fields: PercentAgents’s percent allocation for this SPLIT.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.PERCENT Report Heading DescriptionDatabase Item, Calculation, 
or 
Report Heading DescriptionDatabase Item, Calculation, 
or 
PercentAgent’s percent allocation for this SPLIT.
Requires ECS R6 or later with 
CentreVu 
Advocate.PERCENT
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill stateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE) 
						

							  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 
9
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 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
Report Heading DescriptionDatabase Item, Calculation, 
or 
Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
RoleThe Agent’s service role for this SPLIT, as 
defined in the Dictionary.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.syn(ROLE)
PercentThe Agent’s percent allocation for this SPLIT.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.PERCENT
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) 
						

							  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 distribute the work load 
only if percentages are administered the same for all agents.
lActual work time will not equal the assigned percentages unless 
calls are waiting in all queues each time the agent becomes 
available. Daily results are more indicative that the solution is 
working.
lExpected call handling times should be fairly accurate, and are 
administered on the 
DEFINITY Hunt Group form.
lAfter agents first log in, they will need to work at least a half hour at 
their assigned percentages for their work time to reflect these 
percentages.
lChanging agents’ skill assignments causes agents to start over in 
trying to match their assigned percentages. Moving an agent every 
hour will defeat the purpose of this solution. 
						

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