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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-184
TONAUXOUT
(real-time)
2
Database tables 2
The TONAUXOUT item appears in the following database tables:
Split/skill tables
The number of top agents that are in AUX work or AVAILABLE. For
Generic 3 switches, including agents with an ACD or AUXIN/AUXOUT
call attributed to this split/skill on hold and on inbound extension calls.
Available with Generic 3 switches. However, "top" database items are
only significant for Generic 3 switches and the ECS with EAS.
This is a status item.
TOPCALLS 2
Database tables 2
The TOPCALLS item appears in the following database tables:
Split/skill tables
The number of ACDCALLS with top priority that were answered by
agents in this split/skill. Available with Generic 3 switches with vectoring.
This is a cumulative item.
TOPSKILL
(real-time)
2
Database tables 2
The TOPSKILL item appears in the following database tables:
Agent tables
The agent’s first-administered, highest-level, measured skill, where skill
level 1 is the highest, skill level 16 is the lowest. Available on a Generic 3
switch with EAS.
The 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.
This is a status item.