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 activate a feature
lan extension call or direct agent ACD call is ringing with no 
other activity
lthe agent is logged into multiple splits/skills and doing work 
for a split/skill other than this one (on an ACD call or in 
ACW).
With multiple call handling, the agent is available for other call 
handling and splits/skills.
The agent will display in the GNOTHER state after the link to the 
switch comes up and directly after the agent logs in before the 
CMS is notified of the agent’s work state.S
GNSTAFFEDCurrent number of greatest need agents that are staffed in 
SPLIT. Available on the R6 ECS and later.S
I_NORMTIMEThe amount of time in seconds (0-3600) that this skill spent 
under all administered thresholds.
Requires a 
DEFINITY ECS R6 or later with EAS.C
I_OL1TIMEThe amount of time, in seconds (0-3600), that the skill spent over
threshold 1.
Requires a 
DEFINITY ECS R6 or later with EAS.C
I_OL2TIMEThe amount of time, in seconds (0-3600), that this skill spent 
over threshold 2.
Requires a 
DEFINITY ECS R6 or later with EAS.C
MAX_TOT_PERCENTSThe maximum total staffed agent percentages allocated to a 
skill.
Requires a 
DEFINITY ECS R6 or later with EAS.N
R1AGINRINGThe number of reserve1 agents with this skill ACD call ringing 
(0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S Database Item DescriptionItem 
Ty p e 
						

							  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 number of reserve1 agents on ACD calls for this skill
(0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R1OTHERThe number of reserve1 agents in the OTHER work state for this 
skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R1STAFFEDThe number of agents staffing this skill as reserve1 (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R2AGINRINGThe number of reserve2 agents with this skill ACD call ringing
(0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R2AVAILABLEThe number of reserve2 agents who are available to take a call. 
(0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R2INACWThe number of reserve1 agents in ACW for this skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R2INAUXThe number of reserve2 agents in AUX work for this skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R2ONACDThe number of reserve2 agents on ACD calls for this skill 
(0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R2OTHERThe number of reserve2 agents in the OTHER work state for this 
skill (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S
R2STAFFEDThe number of agents staffing this skill as reserve2 (0-999).
Requires a 
DEFINITY ECS R6 or later with EAS.S Database Item DescriptionItem 
Ty p e 
						

							  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 staffed agent percentages allocated to the skill.
Requires a 
DEFINITY ECS R6 or later with EAS.S Database Item DescriptionItem 
Ty p e 
						

							  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 current and previous interval 
real-time tables. Status items apply only to the current interval tables. 
Special Table items are historical, and apply only to the table in which 
they are stored.
Real-Time 
Database Items
0
Real-Time agent database items apply to the Current Interval Agent 
(cagent) and Previous Interval Agent (pagent) tables. The real-time 
indexes are ACD, LOGID, POSITION, and SPLIT. 
Historical Database 
Items
0
Historical agent database items apply to the Intrahour Agent (hagent), 
Daily Agent (dagent), Weekly Agent (wagent), and Monthly Agent 
(magent) tables, except as noted. The historical indexes are LOGID, 
SPLIT, and ROW_DATE.
Agent Database 
Items
0
The following agent database items have been added or modified to 
support 
CentreVu Advocate.
Database Item DescriptionItem 
Ty p e
DACALLS_FIRSTIndicates if a percent allocated agent (PCNT) has requested 
direct agent calls first. Values are: 1 = YES, 0=NO.
Requires a 
DEFINITY ECS R6 or later with EAS.S
GNSKILLFor the greatest need call handling preference, the agent’s first-
administered, highest-level, measured skill, where skill level 1 is 
the highest and skill level 16 is the lowest.S
LEVELIndicates the agents skill level (1-16) for a normal skill or reserve 
level (1 or 2) for a reserve skill. This LEVEL applies to SPLIT.
Requires a 
DEFINITY ECS R5 or R6 or later with EAS. Reserve 
levels are only available on the ECS R6 or later.S 
						

							  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 are: Top, Reserve, 
Backup, Standard, Roving, and Flex.
Requires a 
DEFINITY ECS R6 or later with EAS.S
SKLEVELIndicates the agents skill level (1-16) for a normal skill or reserve 
level (1 or 2) for a reserve skill. This SKLEVEL applies to 
LOGONSKILL.
Requires a 
DEFINITY ECS R5 or R6 or later with EAS. Reserve 
levels are only available on the ECS R6 or later.S
SKLEVEL2-20Indicates the agents skill level (1-16) for a normal skill or reserve 
level (1 or 2) for a reserve skill. This SKLEVEL2-20 applies to 
LOGONSKILL2-20.
Requires a 
DEFINITY ECS R5 or R6 or later with EAS. Reserve 
levels are only available on the ECS R6 or later.S
SKPERCENTThe agents percent allocation for LOGONSKILL.
Requires a 
DEFINITY ECS R6 or later with EAS.S
SKPERCENT2-20The agents percent allocation for LOGONSKILL2-20.
Requires a 
DEFINITY ECS R6 or later with EAS.S
TOPSKILLThe TOPSKILL of an agent will be 0 except when 
PREFERENCE is skill level (LVL). This means that an agent will 
not have a top skill or be counted in any split/skill table Top Skill 
items if their call handling preference is greatest need (NEED) or 
percent allocation (PCNT). In addition, agents who have skill 
level preference but only reserve levels for all their skills will not 
have a TOPSKILL.
Requires a 
DEFINITY ECS R5 or R6 or later with EAS. PCNT 
and reserve levels are only available on the ECS R6 or later.S 
USE_SVC_OBJThe agent requests calls based on the administered service 
objective for this skill. Values are 1=YES, 2=NO.
Requires a 
DEFINITY ECS R6 or later with EAS.S Database Item DescriptionItem 
Ty p e 
						

							  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 skill. This WORKSKLEVEL applies to 
WORKSKILL.
Requires a 
DEFINITY ECS R5 or R6 or later with EAS. Reserve 
levels are only available on the ECS R6 or later.S Database Item DescriptionItem 
Ty p e
Database Item G2.1 G2.2 G3V1G3V2/
G3V3 G3V4ECS 
R5ECS 
R6ECS 
R7ECS 
R8
DACALLS_FIRSTEAS EAS
GNSKILLEAS EAS EAS
LEVELEAS EAS EAS EAS
PERCENTEAS EAS EAS
PREFERENCEXXX
SKILLTYPEEAS EAS X
*XXX
SKILLTYPE2-4EAS EAS X X X X
SKLEVELEAS EAS EAS EAS EAS EAS
SKLEVEL2-4EAS EAS EAS EAS EAS EAS
SKLEVEL5-20EAS EAS EAS EAS
SKPERCENTEAS EAS EAS
SKPERCENT2-20EAS EAS EAS
TOPSKILLX
XX X X XXXX
USE_SVC_OBJEAS EAS EAS
WORKSKLEVELEAS EAS EAS EAS EAS EAS
*These items are populated with “p” for skill level 1, “s” for skill level 2, and “blank” for skill levels 3-16. Customers with 
Generic 3 Version 5 or later EAS should use the SKLEVEL items instead to see all skill levels. 
						

							  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 Item Description
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.
SKLEVELIndicates the agents skill level (1-16) for a normal skill or reserve level (1 or 
2) for a reserve skill. This SKLEVEL applies to LOGONSKILL.
Requires a 
DEFINITY ECS R5 or R6 or later with EAS. Reserve levels are 
only available on the ECS R6 or later.
SKLEVEL2-20Indicates the agents skill level (1-16) for a normal skill or reserve level (1 or 
2) for a reserve skill. This SKLEVEL2-20 applies to LOGONSKILL2-20.
Requires a 
DEFINITY ECS R5 or R6 or later with EAS. Reserve levels are 
only available on the ECS R6 or later.
SKPERCENTThe agents percent allocation for LOGONSKILL.
Requires a 
DEFINITY ECS R6 or later with EAS.
SKPERCENT2-20The agents percent allocation for LOGONSKILL2-20.
Requires a 
DEFINITY ECS R6 or later with EAS. 
						

							  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
PREFERENCEXX XX
SKLEVELX (EAS) X (EAS) X 
(EAS)X 
(EAS)X 
(EAS)X 
(EAS)
SKLEVEL2-4X (EAS) X (EAS) X 
(EAS)X 
(EAS)X 
(EAS)X 
(EAS)
SKLEVEL5-20EAS EAS EAS EAS
SKPERCENTXXX
SKPERCENT2-20XXX 
						

							  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 meaning of the 
data will be changed.
!CAUTION:
Calculation Name Calculation Description
AVG_EQV_AGENTS_STFD ( + 
 + 
 + 
FTEA_AVAUX) / (INTERVL*60)The average positions 
staffed for this skill across all 
call handling preferences.
DEDICATED_AGT  + TSTAFFED The number of agents 
considered dedicated to this 
skill.
FACTIVE_AG FAGINRING + FONACD + FINACW The number of flex agents 
on ACD calls, ringing, or in 
ACW for this skill.
FTE_AGENTS TOT_PERCENTS / 100 The number of full-time 
equivalent agents staffed for 
this skill.
FTEA_AVAUX (I_AVAILTIME + I_AUXTIME) * 
( / 
MAXSTAFFED)The proportion of non-ACD 
time for this skill for percent 
allocated (PCNT) agents.
MAX_DEDICATED_AGT  + MAXTOP The maximum agents (top 
agents plus full-time 
equivalent agents) 
considered dedicated to this 
skill.
MAX_FTE_AGENTS MAX_TOT_PERCENTS / 100 The maximum number of 
full-time equivalent agents 
on this skill. 
						

							  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 this 
skill.
R2ACTIVE_AGT R2AGINRING + R2ONACD + 
R2INACWThe number of reserve2 
agents on ACD calls, 
ringing, or in ACW for this 
skill. Calculation Name Calculation Description
Calculation 
NameCalculation Description Database Table
% Aban 100 * 
(sum(ABNCALLS) / 
sum(INCALLS))The number of the total calls to all 
VDNs on a selected ACD that 
abandoned, expressed as a 
percentage. Used in daily reports.dvdn
% Busy 100 * 
(sum(BUSYCALLS) / 
sum(INCALLS))The number of the total calls to all 
VDNs on a selected ACD that were 
busy, expressed as a percentage. 
Used in daily reports.dvdn
% 
Disconnect100 * 
(sum(DISCCALLS) / 
sum(INCALLS))The number of the total calls to all 
VDNs on a selected ACD that were 
disconnected, expressed as a 
percentage. Used in daily reports.dvdn
% Aban 100 * ABNCALLS / 
INCALLSThe number of the total calls to a 
VDN that abandoned, expressed 
as a percentage. Used in interval, 
weekly, and monthly reports.hvdn, mvdn, wvdn
% Busy 100 * BUSYCALLS / 
INCALLSThe number of the total calls to a 
VDN that were busy, expressed as 
a percentage. Used in interval, 
weekly, and monthly reports.hvdn, mvdn, wvdn