Lucent Technologies Release 3 Version 8 User Manual
Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-192
WORKMODE
(real-time)
(real-time)
2
Database tables
2
The WORKMODE item appears in the following database tables:
Agent tables
This is a real-time item.
The current work mode of the agent. Agent work modes include: AVAIL,
ACD, ACW, AUX, DACD, DACW, RING, UNKNOWN, OTHER, and
UNSTAFF. If the agent has not been logged in during the collection
interval, the value is blank.
ACD, ACW, AUX, DACD, DACW, RING, UNKNOWN, OTHER, and
UNSTAFF. If the agent has not been logged in during the collection
interval, the value is blank.
This is a status item.
Agent trace tables
Work mode in which the agent was working during the trace. Agent work
modes include: AVAIL, ACD, ACW, AUX, DACD, DACW, RING,
UNKNOWN, OTHER, and UNSTAFF. If the agent has not been logged in
during the collection interval, the value is blank.
modes include: AVAIL, ACD, ACW, AUX, DACD, DACW, RING,
UNKNOWN, OTHER, and UNSTAFF. If the agent has not been logged in
during the collection interval, the value is blank.
WORKSKILL
(real-time)
(real-time)
2
Database tables
2
The WORKSKILL (real-time) item appears in the following database
tables:
tables:
Agent tables
Use WORKSKILL for the following call conditions:
●
When an agent is on a split/skill or direct agent ACD call or in ACW
(this is the split/skill associated with the call or ACW).
(this is the split/skill associated with the call or ACW).
●
When an agent is available, in AUX or in OTHER (this is null
[blank]).
[blank]).
●
When an agent is on an AUXIN/AUXOUT call (this is
OLDEST_LOGON split/skill).
OLDEST_LOGON split/skill).
●
When an agent is on an AUXIN/AUXOUT call from the available
state, while in AUX or with an AUXIN/AUXOUT call on hold (this is
OLDEST_LOGON split/skill).
state, while in AUX or with an AUXIN/AUXOUT call on hold (this is
OLDEST_LOGON split/skill).
●
When an agent is on an AUXOUT call with an ACD call on hold (this
is the split/skill associated with the ACD call).
is the split/skill associated with the ACD call).