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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Terminology 1-12
Top Skill
The agent’s top skill is the agent’s first-administered,
highest-level skill. This concept is the most useful
when you have a Generic 3 switch (with EAS) and
with agents who are using skill level call handling
preference. In this case, the agent’s top skill
represents the skill for which the agent is most likely
to receive a call. Agents for whom a given skill is the
top skill are the agents that a skill supervisor can
count on to handle calls for the skill.
NOTE: This concept is not useful for agents using the
greatest need call handling preference or for agents
who are not Generic 3 (with EAS) agents. For non-
EAS agents, the top “skill” is the split the agent has
been logged into the longest.
Uniform Call
Distribution
(UCD)
An agent selection method, available in both an EAS
and a non-EAS environment, in which all idle agents
are included in a single group. The least occupied
(UCD-LOA) or most idle (UCD-MIA) agent is
selected. (In an EAS environment, the selection is
made regardless of skill level.)
Universal Call
Identifier
(UCID)
The UCID is a number that uniquely identifies a call
in a network of nodes supporting UCID. This number
is a part of the records in the CMS Call History
feature.
Zero (0) Skill
(Generic 2.2
EAS and later)
See
Default Skill
.