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CentreVu® CMS R3V8 Database Items and Calculations

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The GNOTHER item appears in the following database tables:

The number of greatest need agents who are doing other work. Available 
on the R6 ECS and later.

For the G3 ECS with EAS, while in Auto-In or Manual-In, the agent is in 
other work if: 

●

the agent put any call on hold and has performed no further action

●

the agent is on a direct agent call or in ACW for a direct agent call

●

the agent is dialing to place a call or to activate a feature

●

an extension call or direct agent ACD call is ringing with no other 
activity

●

the agent is logged into multiple splits/skills and doing work for a 
split/skill other than this one (on an ACD call or in ACW).

With multiple call handling, the agent is available for other call handling 
and splits/skills. The agent will display in the GNOTHER state after the 
link to the switch comes up and directly after the agent logs in before the 
CMS is notified of the agent’s work state. 

This is a real-time item.

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The GNSKILL item appears in the following database tables:

For the greatest need call handling preference, the agent’s first-
administered, highest-level, measured skill, where skill level 1 is the 
highest and skill level 16 is the lowest. 

This is a status item.