Lucent Technologies CentreVu CMS Administration User Manual page 76

Task: naming your call center entities in the Dictionary
Changing agent string values
• BACKUP — the agent helps to answer the skill's calls when his/
her top skill is not busy.
• ROVING — the agent answers a skill's calls when this skill has
the greatest need.
• RESERVE — the agent helps answer the skill's calls when the
skill is over threshold. These roles vary according to call-handling
preference.
E
N D O F S T E P S
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Reference
If you assign values that are longer than 20 characters, the values are
truncated when they are displayed on those reports. You can, however,
create a similar custom report that accommodates the longer string
values.
Any change to the agent string values affects what you see in the
descriptive data (word) fields on your agent reports. See "Task:
running, printing, exiting, and restarting a report" for more
information.
You can script the Agent String Values window and schedule the script.
See "Task: automating your activities with scripting" for more
information.
CentreVu CMS Administration
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