DACALLS_FIRST

An indication that an agent with call handling preference as percent-allocation requested for Direct Agent Calls before other calls.

An item value of one (1) indicates that an agent requested for Direct Agent Calls.

This item is part of the real-time database.

GNSKILL

The order in which agents with the greatest need preference receive calls.

Assign levels to each skill to ensure that an agent handles the oldest and highest priority calls.

This item is part of the real-time database.

PERCENT

The time, in percentage, that an agent spends in a skill.

This item is part of the real-time database.

PREFERENCE

The call handling preference of an agent.

Item values are as follows:

• LVL (skill level)

• NEED (greatest need)

• PCNT (percent allocation)

The item is blank if you do not administer call handling preference on the Agent LoginID screen.

This item is part of the real-time database.

SKLEVEL

The skill level or reserve level of the first skill that an agent logs in to.

The item applies to the LOGONSKILL database item, which identifies the first skill that an agent logs in to.

SKPERCENT

The allocated time, in percentage, for an agent in the first skill that an agent logs in to.

USE_SVC_OBJ

An indication that an agent with an administered Service Objective (SO) requested for calls.

An item value of one (1) indicates that an agent requested for calls.

This item is part of the real-time database.

LEVEL

The skill level or reserve level of a skill that an agent logs in to.

This item is part of the real-time database.

ROLE

The service type assignment for an agent in a skill.

Item values are as follows:

• Allocated: Agents with call handling preference as percent-allocation.

• Backup: Agents with call handling preference as skill-level and without primary skill or reserve level assignments.

• Reserved: Agents with reserve levels of R1 or R2 for the skill.

• Roving: Agents with call handling preference as greatest-need and with all administered skill levels, from 1 to 16.

• Top: Agents with the skill as the primary skill, that is, skill level 1.

This item is part of the real-time database.

TOPSKILL

The primary skill of an agent.

This item is part of the real-time database.

WORKSKLEVEL

The skill level or reserve level for each skill that an agent handles at a time.

The item applies to the WORKSKILL database item, which is the number of skills that an agent handles at a time.

This item is part of the real-time database.