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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-31
ASSIST (real-
time)
time)
2
Database tables
2
The ASSIST item appears in the following database tables:
Agent tables
This is a real-time item.
A request for supervisor assistance is active for this agent for any
split/skill. Values for ASSIST are 0= NO, 1 = YES.
split/skill. Values for ASSIST are 0= NO, 1 = YES.
This is a status item.
Call record tables
Whether or not the answering agent in this segment requested
supervisor assistance on this call. Valid values for ASSIST are 0=NO,
1=YES.
supervisor assistance on this call. Valid values for ASSIST are 0=NO,
1=YES.
ASSIST_ACTV
2
Database tables
2
The ASSIST_ACTV item appears in the following database tables:
Agent trace tables
Agent requested supervisor assistance (pressed the ASSIST button).
ASSISTS
2
Database tables
2
The ASSISTS item appears in the following database tables:
Split/skill tables
The number of times the supervisor was called (supervisor assists) by
agents on split/skill calls, direct agent ACD calls, or in call-related ACW
for this split/skill.
agents on split/skill calls, direct agent ACD calls, or in call-related ACW
for this split/skill.
This is a cumulative item.
Agent tables
The number of times the supervisor was called (supervisor assists) by
agents on a split/skill direct agent ACD calls, or in call- related ACW for
this split/skill.
agents on a split/skill direct agent ACD calls, or in call- related ACW for
this split/skill.
This is a cumulative item.