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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-24
Agents in
Multiple
Splits/Skills
1
CentreVu
CMS requires agents to log into multiple splits/skills using the
same login ID for all splits/skills. This allows
CentreVu
CMS to track the
agent as a single person and to coordinate the data for that agent.
Agents in multiple splits/skills are tracked as a single agent in R3 CMS.
For non-EAS ACD operation, agents must log in with the same llogin ID
for all splits. “TI_” database items have been added to indicate the time
the the agent spent in various work states independent of the split/skill
the agent is working in. These are interval-based items.
When agents are logged into multiple splits/skills, the items counting
AUXIN/AUXOUT calls and time are usually associated with the split/skill
the agent has been logged into the longest (i.e., the first split the agent
logged into). However, in the case where an agent puts a split/skill or
direct agent ACD call on hold and then makes an AUXOUT call, the
outgoing call and its talk time are counted for the split/skill associated
with the ACD call.
Real-Time Reports 1
Real-time reports assume that agents can only be doing one thing at a
time. Agents can be in the following states: AVAIL, ACD, ACW, AUX,
DACD, DACW, RINGING, UNKNOWN, OTHER, or UNSTAFFED. When
an agent logs into multiple splits/skills, the split/skill number(s) are shown
on the report(s) for the states (ACD, DACD, ACW, AVAIL, and RINGING)
associated with the call. For example, if an agent logged into split/skill 1
and split/skill 2 and answered an ACD call for Split/Skill 2, the split/skill
number shown in the standard real-time report(s) is “2.”
Splits Shown on
Real-Time Reports
1
For splits, as long as the agent is not on a call or the agent is in AUX and
is available in at least some splits, real-time reports show all the splits in
which the agent is available. For skills, the agent cannot be available in
some skills and not available in others unless Multiple Call Handling
(MCH) is active. The Skill Status report shows all the agent's login skills.
If an ACD call is ringing the agent's voice terminal, the real-time report
shows the RINGING state. If a personal call is ringing at the agent's voice
terminal, the real-time report shows the OTHER state. No split/skill is
shown for the AUX and UNKNOWN states because these states are not
split/skill related unless the agent is on a call (AUXIN or AUXOUT) in
which case, the split/skill is shown in the report. The agent is shown as
being in AUX only if the agent is in AUX in all splits/skills.
Real-Time
Split/Skill Reports
1
With real-time split/skill reports, if an agent is available in split 1 and in
AUX in split 2 and you request the Split/Skill report which displays both
splits, the report shows the agent is AVAIL in split 1 and OTHER in split 2.