Using Avaya Business Advocate

Split/Skill database items

Last Updated : Apr 29, 2013 |

Table 1: Administrative data type items
Database item	Description
MAX_TOT_PERCENTS	The maximum total staffed agent percentage that is allocated to a skill.
TOT_PERCENTS	The total staffed agent percentage allocated to a skill. This item is part of the real-time database.

Table 2: Cumulative data type items
Database item	Description
ACDCALLS_R1	The number of ACD calls that a reserve level 1 agent answers for a skill.
ACDCALLS_R2	The number of ACD calls that a reserve level 2 agent answers for a skill.
I_NORMTIME	The length of time that a skill is within all administered overload threshold levels.
I_OL1TIME	The length of time that a skill is in overload threshold level 1.
I_OL2TIME	The length of time that a skill is in overload threshold level 2.

Table 3: Status database item
This item is part of the real-time database.
Database item	Description
SKSTATE	The state of a skill compared to all administered thresholds. Skill state options include: AUTORSV BEHIND NORMAL OVRLD1 OVRLD2 UNKNOWN

Table 4: Status data type items for flex agents
All database items in this table are part of the real-time database.
Database item	Description
FAGINRING	The number of flex agents for whom ACD calls are ringing at the station.
FAVAILABLE	The number of flex agents available to receive ACD calls.
FINACW	The number of flex agents in the ACW mode for a skill.
FINAUX	The number of flex agents in the AUX mode for a skill.
FONACD	The number of flex agents who are on ACD calls for a skill.
FOTHER	The number of flex agents who are in the OTHER work mode for a skill.
FSTAFFED	The number of flex agents who are staffed for a skill. These agents are not reserve agents and have the skill assigned as a secondary skill.
Flex agents have the following work roles: 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. Roving: Agents with call handling preference as greatest-need and with all administered skill levels, from 1 to 16.

Table 5: Status data type items for agents with call handling preference as greatest-need
All database items in this table are part of the real-time database.
Database item	Description
GNAGINRING	The number of agents with ACD calls ringing at the stations.
GNAVAILABLE	The number of available agents.
GNDA_INACW	The number of agents in the ACW mode for direct agent calls. The total number of agents in ACW is the sum of GNDA_INACW and GNINACW.
GNDA_ONACD	The number of agents on direct agent ACD calls.
GNINACW	The number of agents in the ACW mode.
GNINAUX	The number of agents in the AUX work mode for inbound or outbound extension calls.
GNINAUX0	The number of agents in the AUX work mode with the reason code zero (0) for all assigned skills.
GNINAUX10 through GNINAUX99	The number of agents in the AUX work mode with a reason code from 10 to 99.
GNONACD	The number of agents who are on ACD calls.
GNONACDAUXOUT	The number of multiple call handling agents on AUXOUT calls with an ACD call on hold for a skill.
GNONACDOUT	The number of agents on outbound calls that an adjunct makes to the skill. This item is applicable with the Adjunct-Switch Application Interface (ASAI) feature.
GNONACWIN	The number of agents in the ACW mode and on inbound extension calls.
GNONACWOUT	The number of agents in the ACW mode and on outbound extension calls.
GNONAUXIN	The number of agents: In the AUX work or Available work mode With ACD AUXIN or ACD AUXOUT calls on hold On inbound extension calls where the skill is the oldest skill the agents logged in to.
GNONAUXOUT	The number of agents: In the AUX work or Available work mode With ACD AUXIN or ACD AUXOUT calls on hold On outbound extension calls where the skill is the oldest skill that the agents logged in to.
GNOTHER	The number of agents in the OTHER work mode.
GNSTAFFED	The number of agents who are staffed for a skill.

Table 6: Status data type items for reserve levels
All database items in this table are part of the real-time database.
Database item	Description
R1AGINRING	The number of reserve level 1 agents with ACD call ringing for the skill.
R1AVAILABLE	The number of reserve level 1 agents available for a call to the skill.
R1INACW	The number of reserve level 1 agents in the ACW mode for a skill.
R1INAUX	The number of reserve level 1 agents in the AUX mode for a skill. The item does not include reserve level 1 agents for a normal skill, that is, a skill where the current service level matches the administered level.
R1ONACD	The number of reserve level 1 agents who are on ACD calls for the skill.
R1OTHER	The number of reserve level 1 agents who are in the OTHER work mode when active to receive calls for a critical skill. The item does not include reserve level 1 agents who are logged-in and in standby for a normal skill.
R1STAFFED	The number of reserve level 1 agents who are logged-in to receive calls for a critical skill.
R2AGINRING	The number of reserve level 2 agents with ACD call ringing for the skill.
R2AVAILABLE	The number of reserve level 2 agents available for a call to the skill.
R2INACW	The number of reserve level 2 agents in the ACW mode for a skill.
R2INAUX	The number of reserve level 2 agents in the AUX mode for a skill. The item does not include reserve level 2 agents for a normal skill, that is, a skill where the current service level matches the administered level.
R2ONACD	The number of reserve level 2 agents who are on ACD calls for the skill.
R2OTHER	The number of reserve level 2 agents who are in the OTHER work mode when active to receive calls for a critical skill. The item does not include reserve level 2 agents who are logged in and in standby for a normal skill.
R2STAFFED	The number of reserve level 2 agents who are logged in to receive calls for a critical skill.

Send Feedback