Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-31
ASSIST (real-time) 2
Database tables 2The 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.
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.
ASSIST_ACTV 2
Database tables 2The ASSIST_ACTV item appears in the following database tables:
Agent trace tables
Agent requested supervisor assistance (pressed the ASSIST button).
ASSISTS 2
Database tables 2The 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.
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.
This is a cumulative item.