Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-192
WORKMODE(real-time) 2
Database tables 2The 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 coll ection
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.
WORKSKILL (real-time) 2
Database tables 2The WORKSKILL (real-time) item appears in the following database
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).
●When an agent is available, in AUX or in OTHER (this is null
[blank]).
●When an agent is on an AUXIN/AUXOUT call (this is
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).
●When an agent is on an AUXOUT call with an ACD call on hold (this
is the split/skill associated with the ACD call).