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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Terminology 1-11
Secondary
Split/Skill (G3
Vectoring)
The second split/skill the call queues to in a VDN is
called the secondary split/skill.
Skill Group
(Generic 2.2
EAS and later)
A group of ten skills. Each consecutive ten skills
ending with digits 0 through 9 constitute a skill tens
group. For example, skills 10-19 form a skill tens
group, as do skills 340-349.
Skill Level Agents are assigned skill levels that may determine
which call waiting for one of the agent’s skills will be
delivered to the agent when the agent becomes
available. Skill levels help determine the “most
expert” agent who can handle a call to the skill.
Skill State Skills can now be in one of four states (unknown,
normal, overload 1 or overload 2), based on the
expected wait time (EWT) threshold. TIme spent in
each state except unknown is tracked in the split
table. The state is unknown when the link is down or
the split is non-EAS, or when a new skill is added and
the state message has not yet arrived. Also, the skill
state will be unknown for all skills if the switch is not a
DEFINITY
ECS R6.
Split/Skill ACD
Call
A call that queued to a split/skill and was answered
by an agent in that split/skill.
Station An unmeasured extension; that is, an extension that
is not currently staffed by an agent or is not a
member of an unmeasured split/skill or hunt group.
Tertiary
Split/Skill
(G3 Vectoring)
The third split/skill the call queues to in a VDN is
called the tertiary split/skill.