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CentreVu® CMS R3V8 Database Items and Calculations

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The TONAUXOUT item appears in the following database tables:

The number of top agents that are in AUX work or AVAILABLE. For 
Generic 3 switches, including agents with an ACD or AUXIN/AUXOUT 
call attributed to this split/skill on hold and on inbound extension calls. 
Available with Generic 3 switches. However, "top" database items are 
only significant for Generic 3 switches and the ECS with EAS.

This is a status item.

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The TOPCALLS item appears in the following database tables:

The number of ACDCALLS with top priority that were answered by 
agents in this split/skill. Available with Generic 3 switches with vectoring.

This is a cumulative item.

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The TOPSKILL item appears in the following database tables:

The agent’s first-administered, highest-level, measured skill, where skill 
level 1 is the highest, skill level 16 is the lowest. Available on a Generic 3 
switch with EAS. 

The TOPSKILL of an agent will be 0 except when PREFERENCE is skill 
level (LVL). This means that an agent will not have a top skill or be 
counted in any split/skill table Top Skill items if their call handling 
preference is greatest need (NEED) or percent allocation (PCNT). In 
addition, agents who have skill level preference but only reserve levels 
for all their skills will not have a TOPSKILL. Requires a DEFINITY ECS 
R5 or R6 or later with EAS. PCNT and reserve levels are only available 
on the ECS R6 or later.

This is a status item.