CentreVu Reports

[ceven]

I have a question as to where Ext Out Calls are calculated. See the below scenario:

Skill Skill Level
Agent 1 1 1
2 2
3 3

Agent 2 2 1
3 2
1 3

Agent 3 3 1
1 2
2 3

So, the top skill for them are as what is showing above. In a monthly multi-skill report which skill would their extension out calls be placed under since they are all skilled for the same skill numbers? Would it register to the employees Top Skill? Any help on getting an answer to this is greatly appreciated.

-Cindi Even

 

[avgindyguy]

Cindi,
You are correct in your question. CMS in most cases calculates the data on the top skill (level 1). There are also other items in the database that are also calculated this way.

 

[SF0751]

Don't know if this will help or not - but it's from CMS Supervisor - database definations:

AUXOUTCALLS: The number of outbound extension calls made by agents while in AUX (auxiliary work), AVAILABLE, or with an ACD or AUXIN/AUXOUT call on hold. AUXOUTCALLS are recorded for the SPLIT which is the OLDEST_LOGON, unless the agent made the call with an ACD call on hold. In this case, they are recorded for the split/skill of the ACD call. AUXOUTCALLS includes ACDAUXOUTCALLS, AUXOUTADJCALLS, and AUXOUTOFFCALLS. This is a cumulative item.

OLDEST_LOGON: The split/skill the agent has been logged into the longest. For switches with EAS, this is always the first administered skill.




Susan
"People seem not to see that their opinion of the world is also a confession of their character."
Ralph Waldo Emerson (1803 - 1882)