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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-193
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 split/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
3 Version 2 or later switch with the EAS feature.
This is a status item.
WORKSKLEVEL
(real-time)
2
Database tables 2
The WORKSKLEVEL (real-time) item appears in the following database
tables:
Agent tables
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.
Requires a Generic 3 Version 2 or later switch with the EAS feature.
Reserve levels are only available on the ECS R6 or later.
This is a status item.
WORKSPLIT
(real-time)
2
Database tables 2
The WORKSPLIT (real-time) item appears in the following database
tables:
Agent tables
Use WORKSPLIT for the following call conditions:
●
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 (this is one of the splits/skills the agent
went available in).
●
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
OLDEST_LOGON split/skill).