Instruction manual

CentreVu CMS Open Database Connectivity
GL-3
Agent Position
(Non-EAS)
The combination of agent login ID and split the agent logged into. Agents
logged into multiple splits have multiple positions associated with them.
Call data are collected separately for each agent/split combination.
Agent Role A description of the kind of service an agent in multiple skills gives to one
of their skills. This is a combination of call handling preference and
skill/reserve levels. The five roles are:
l
Top : top agents logged into their highest priority skill.
l
Allocated : agents with percent allocation call handling preference
administered (see the
CentreVu
®
Advocate User Guide , 585-210-
927).
l
Backup : agent is assigned to a skill, but not as the top skill.
l
Roving : an agent answers the skill’s calls when this skill has the
greatest need.
l
Reserve : an agent who normally does not answer calls for this skill
answers calls in the skill because the skill has surpassed its pre-set
over-threshold conditions (see the
CentreVu
®
Advocate User Guide ,
585-210-927).
Agent Skill An attribute that is associated with an ACD agent. Agent Skills can be
thought of as the ability for an agent with a particular set of skills to
handle a call that requires one of a set of skills. An agent can be assigned
up to 20 skills. The meaning of each Agent Skill is defined by the
customer. Examples of what could be considered skills are: the ability to
speak a particular language or the expertise to handle a certain product.
See
Primary Skill, Secondary Skill , and Skill Level .
Agent Site Tracking
Feature
Agent Site Tracking provides reporting on a location/site basis. It enables
a customer with the Multi-Location feature to associate each agent with a
particular location ID upon login to be able to run reports that provide
data on agent activity at a particular location.
Agent State A feature of agent call handling. Agent states are the different call work
modes and call states an agent can be in (ACD, ACW, AVAIL, AUX,
UNSTAFF, DACD, DACW, OTHER, UNKNOWN, RING). Data about
these states is displayed in real-time and historical reports.
See the definition of each state for additional information.
Agent Terminal The voice terminal used by a call center agent.